Outbound Calling – Past, Present And Future – Part 2

August, 2013

How have UK and US telemarketeers responded to dialing rules and Do Not Call legislation? And what does this mean for countries that have no legislation (yet!) on outbound calls?

Continuing our theme from last month

How have UK and US telemarketeers responded to the rules for predictive dialers and the Do Not Call legislation brought in by their respective governments?

Compared with the late 1990s, there has been a reduction in the volumes of nuisance calls and on balance you are less likely to receive such calls if you have signed up to the national Do Not Call list. At the same time, responsible telemarketing operations have given a lot more attention to building up calling lists, based on customers and prospects actually opting in (i.e. agreeing to be called). There is still some nostalgia for the fact that they can’t just call anyone, but the penalties attached to the legislation, especially in the UK are a strong deterrent for many.

In order to avoid the effect of legislation, some telemarketing operations are offshore. This means that not only is it hard to police compliance with predictive dialing rules but also it is very difficult to check compliance with Do Not Call legislation.

So here is the dilemma. Both the responsible as well as the irresponsible operators are essentially calling the same consumers. And without answering the phone, it is impossible for a consumer to tell them apart. But the experience of nuisance calls and unwanted calls is still so widespread, even if not on the scale hitherto, that many consumers in these two countries either don’t answer and/or use tools to ban incoming calls, based on CLI.

So, what about countries that have no legislation on outbound calls? (And this is just about everybody except the UK and US!)

In many of these countries we see a repeat of what the UK and the US went through prior to legislation. Very high levels of nuisance calls, and in most cases no effective means for consumers to opt out. Again a lot of this activity is offshore. And a lot of it deploys open source and immature dialing technology, which is pretty much unconstrained.

If no one picks up the phone, then at some point such activity becomes uneconomic. But cost bases in some offshore countries are very low. And for every offshore operator who can’t stay in the game, there is very often someone else to take their place.

This leads us to two key questions:

  1. Given this picture, what should governments in countries without any legislation for handling nuisance calls do?
  2. What can responsible call center operators do to reach their customers by phone and not get blocked?

We will consider these two questions in the final part of this series next month.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC) – multimedia, multichannel, fully blended cloud contact center solutions.

Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and enterprise users.

All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

Flexible Contact Center Software

Softdial Contact Center™ – rich functionality, all-in-one, designed to deliver at scale

  • Contact Center as a Service (CCaaS)

    CCaaS for subscribers – global service​, with no upfront costs

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • Contact Center Platform – Enterprise

    High performance platform to drive contact center productivity – cloud, on-premise or hybrid

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Browser-based tools, no software installation required

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration via APIs

‘Swap out’ components and integrate with 3rd party apps

World Class Development

Continuous evolution pushing technical boundaries


Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

All Media Channels

Voice, chat, email, social, etc – fully integrated and blended

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Optimise agent usage and balance workloads in real-time without human intervention, across all media channels

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Smart rules and ‘best-available’ decisions to drive great customer service

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations


Drive operational efficiency, increase customer satisfaction & improve agent performance

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Maximum predictive dialing performance, under any compliance rules

Softdial Pathfinder™

Precise routing rules for ‘best available’ connection

Softdial Media Server™

Core telephony functions to manage all inbound/outbound SIP calls

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Automation to optimise any outreach strategy

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Flexible ‘no contact’ rules to protect contact center and consumer


Performance and efficiency for a wide range of business applications

By Business Type


A full featured contact center software solution, designed for optimum performance at scale

Small/ Medium Business

Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves

By Industry

Customer Service

Connect quickly to well equipped agents

Market Research

Best-of-breed predictive dialing with CATI integration

Debt Collection

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing


Secure, highly-configurable multichannel communications for excellence in patient care