CONTACT CENTER | 10 MIN READ
VIDEO: How Can My Business Handle Manual and Automatic Dialing and Stay TCPA Compliant?
After a client asked me when he can use an autodialer and remain compliant, I decided to make a video that addresses these questions:
- Defines the differences between manual and autodialing
- Highlights the issues related to compliance
- Explains how management systems struggle to store and separate calls
- Demonstrates how our solution was developed specifically to handle all of these concerns.
What is an autodialer?
What are the ways that autodialers can make calls?
What constitutes manual dialing?
Through Preview Calling, agents get a choice to either launch a call or skip it and move to the next call. Click Dialing involves pulling numbers from a database (like a CRM) and clicking on the calls the agents chooses to make.
These are all call processes that require human intervention, so this is not automated dialing.
Intelligent Contacts offers another option called Intelligent Queue in which contact center managers can click on a phone number and launch the calls for the agents. The system breaks down the process this way:
- Numbers are in the management system (not the dialer itself)
- The management system decides what calls are manual (via PBX/Non-ATDS) and which ones are to be autodialed (via ATDS)
- It keeps the process compliant because the dailer is not storing numbers and managers/agents are not calling numbers that should not be automated (this is manual intervention, so it is not an example of autodialing)
What can and cannot be called automatically?
When it comes to cellphones, it’s imperative to have consent from the consumer. If you don’t have consent, you have to utilize manual dialing processes.
How does this help me prepare for any potential TCPA issues when I've taken steps to be compliant?
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