Ben Booth at MaxContact outlines two ways call and contact centres can remain compliant when outbound dialling.
How Can You Stay Compliant With Outbound Dialling?
There are two main ways. The first is still knowledge. There still needs to be a complete understanding of what the regulations are.
For example, people still think there’s a 3% drop-rate safe harbour and there isn’t; that changed years ago, Ofcom clarified it.
So I’d still say training, then carrying out simple procedures like auditing of the platform to make sure there’s been no slippage, regularly like you would do for any regulation.
The next one then is technology. As we’ve more technology, the technology vendors now can de-scope you as much as they can from the regulations to ensure that the likelihood of a problem is significantly reduced and therefore reduce the risk to your business.
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