At a Glance
About Sytel Global Compliance™
Any organisation making outbound calls will be aware of the many levels of rules for their territory governing which numbers may be called at which times, and how often, at list, company, state, country or other level. All these rules, including DNC (Do Not Call) lists, must be adhered to for an organisation to remain compliant.
Imagine, for example,
- a collections house that can only have one conversation with a debtor in a given day, including if the debtor has called in; or
- a contact center that may call a given number no more than 5 times a week;
- if you have abandoned a call to a given phone number in California, Washington, New York, the District of Columbia or Illinois you may not call the number for 72 hours.
Compliance rules engine
To support business opportunities requiring instant ‘dial’ / ‘do not dial’ decisions, Softdial Contact Center (SCC) contains a compliance rules engine.
The rules engine relies on a history service which delivers history data for a phone number or a customer (who may have several phone numbers or contact addresses), in real-time, so that a dial decision can be made without compromising predictive performance, or any other finely-tuned critical functionality (e.g. managing the abandon rate, call blending, etc.)
The engine allows organisations to accommodate both existing and new rule requirements as they are conceived, without having to change the software.
Multiple rules may be set up with precise criteria, ensuring that only numbers which pass will be dialed.
‘Do Not Contact’ global compliance
Consumers have the right to decide if, how and when they want to engage with contact centers. Global Compliance, a real-time, multimedia ‘Do Not Contact’ compliance solution within SCC, gives consumers all the protection and assurances they need.
It also brings peace of mind to contact centers, by allowing them to ensure that all their outbound business is geared to the needs and wishes of consumers, as well as being legitimate.
Designed for fast real-time screening, at scale, at the point of launch, Global Compliance is simple to configure but offers great flexibility.
Sources of ‘Do Not Contact’ requirements
‘Do Not Contact’ requirements come from many sources, and Global Compliance ensures compliance with them all:
1. Customer driven
When any contact, e.g. voice, email, chat or SMS is launched, the Global Compliance engine will check in real-time whether the customer has asked not to be contacted in this way.
Similarly, in any live session, if the customer then asks not to be contacted in this way again, the compliance database is immediately updated. And any additions can be configured to be blocked for a limited time only (e.g. no contact for 48 hours).
2. Do-Not-Call list driven
Sytel works with DNC lists at the point of launch to decide whether an outgoing session to a customer is permissible. The use of sharding techniques allow it to work in real-time with all DNC lists, even if they run into hundreds of millions of contacts.
Lists may be internal or external, and in force at any level – e.g. campaign, company, state, territory. These can be managed either
- via Global Compliance
- directly via the API
Numbers and email addresses can be added or removed in bulk.
3. Rules set by authorities
As well as consumers expressing their own preferences for contact, in many countries, rules restricting contact may be specified by state, federal and other authorities, and may apply to
- particular numbers/ addresses
- outbound campaigns
- geographic regions
- outcome types from previous contact
- A collections house may only have one conversation with a debtor in a given day, including if the debtor has called in
- After an abandoned phone call to a particular number, if it is within this set of territories, you may not call the number for 72 hours
Global Compliance allows users to specify an unlimited number of such rules, in precise detail.
Often the same customer will be targeted by multiple outreach programs across several contact centers. Global Compliance carefully manages all contact attempts and retries as if from a single source.
As a user or partner, when you take delivery of our predictive dialer, you can be assured that the outbound compliance rules are hard-coded for your country such that when supervisors run our product, they are obliged to be compliant. Choosing to be non-compliant, as is the case with most other dialers, is simply not an option.
If there are no specific rules in place in a particular locale, then we still enforce compliance, taking as our standard the rules developed by national direct marketing organizations in a number of countries.
And this means that no matter where our dialer is deployed in the world, we deliver effective performance at very low levels of nuisance calls.
Some historical context
Uniquely in the outbound industry, Sytel has a history of compliance that actually predates government regulation in countries such as the UK and the US.
In the days before regulation we took a decision to make our predictive dialer compliant with the voluntary codes of practice set out by national marketing organizations such as the Direct Marketing Association in the US. And as regulation has been introduced we have immediately implemented specific country rules.
Sytel hasn’t just led the dialer industry in its compliance stance, but has campaigned for many years for the cause of responsible dialing, acting in the process as adviser to a number of national marketing organisations and governments.
To learn more about Sytel’s role in developing rules for responsible dialing around the world, contact us.
See also ...
Sytel AI Dialer™
Best-of-breed predictive dialing under any compliance rules
Softdial Campaign Manager™
Comprehensive configuration and control for outbound campaigns
Best-of-breed performance under compliance