Monday, August 1, 2016

Compliant Dialing Using a Predictive Dialer

The Telephone Consumer Protection Act has created a bit of a hitch for anyone working in a call center these days, as the rule was made back in the day when landlines were the primary method of reaching somebody via phone. Access to cell phones was restricted within the act because of their pay-per-call nature back in the day, and the regulation was intended to prevent using consumers’ minutes with unwanted incoming calls. But today, according to marketingresearch.org, more than 48% of American households do not have a landline. Because cell phones whose users have not given direct consent cannot be automatically dialed, but must be manually dialed, it becomes much harder to make large volumes of calls, and nearly impossible to automate them within the law. As such, there are a few things that can be done to avoid violation of the Protection Act in order to protect oneself from lawsuits.

Rather than using a manual dialing list, a predictive dialer, combined with a do not call list, that algorithmically creates an efficient use of time for the caller and maximizes the number of calls that are connected. Because so many people in America cannot be reached today by landline, and the TCPA prevents calling them on their cellphones, the predictive dialer is a necessity to anyone who hopes to make a large number of calls and do so within the shortest amount of time possible. In order to generate this much contact, a predictive dialer determines the average rate of attempted calls converted to connections. The predictive dialer can then determine approximately how many lines to dial per operator in order to have a customer ready to speak to each operator as he becomes available. In addition, a predictive dialer determines the average rate of time that it take for an attempted call to be answered, in order to determine how long into an operator’s previous call to begin dialing new numbers. For example, if the predictive dialer determines that that average time an operator is speaking with a customer is two minutes, and it take on average eight seconds for an initiated call to be picked up, the dialer will dial out at one minute and 52 seconds in the current call. This is the best way for a company to connect with and speak to the largest number of people in the shortest amount of time.

 

There are different programs that can be used for different needs. A company that creates dialing products to fit the needs of different types of companies, while complying with the TCPA is CallTools.com. They have call management programs to handle both outgoing and incoming calls, and increasing the overall efficiency of any call center. Check the site out if you are looking for solutions to research or sales communication logistics, and they will serve you well.

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