While regulations have changed the game in the outbound dialing industry, there are still many applications for contact centers to use outbound dialing to reach existing clients. There are three types of dialers that are used in a contact center and the application used determines which dialer is most appropriate.
Predictive Dialing in the USA, if someone answers but no agent is available within 2 seconds of the person's greeting, Federal Communications Commission regulations consider the call "abandoned" and require the dialer to play a recorded message. The FCC requires that predictive dialers abandon less than 3% of answered calls.
Preview Dialing or Click-to-Dial or Progressive Dialer
– The contact center platform dials one number automatically without the agent hanging up the phone. The agent is given a specific amount of time to review the contacts information before dialing the next contact number.
Preview dialing enables agents to first view the available information about the customer and decide when to place the call. In addition to the information about the customer, agents may also view all the history of the customer with the contact center. After viewing the information about the customer, the agent requests the system to make the call. For example, preview dialing is useful in debt collection campaigns to allow agents to view information about the customer and define a strategy before starting to talk to the customer. The system delivers preview calls to agents automatically, taking into account the priority of the call and the skills of the agent to handle the call. Preview dialing keeps agents from dialing calls manually.
Broadcast Dialing dials multiple numbers automatically and “broadcasts” messages to hundreds or thousands of call recipients at once. This is typically used for members, subscribers, constituents, or employees. The messages are typically prerecorded, but sometimes can connect to a live agent. This prerecorded message is “voice broadcasting” or “robo-calling/robot-calling”. June 18, 2015 the FCC approved restrictions on robo-calling. Telemarketers may not use a robot dialer to send a prerecorded message to a cell phone whether it’s a consumer or a business or to a landline without prior written consent. Written consent may be in the form of an email, web opt-in, check box on an application, etc.
Bottom line, if you have the right contact center technology designed for outbound dialing you should have the tools you need to maintain compliance.