Two Ways to Stay Compliant with Outbound Dialling

Video Image: How Can You Stay Compliant With Outbound Dialling?

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Outbound dialling is heavily regulated, and contact centres must follow strict rules to avoid penalties.

To find out more, we spoke to Ben Booth, CEO at MaxContact, to discover out two ways call and contact centres can remain compliant when outbound dialling.

Video: How Can You Stay Compliant With Outbound Dialling?

Watch the video below to hear Ben outline two ways call and contact centres can remain compliant when outbound dialling:

With thanks to Ben Booth, CEO at MaxContact, for contributing to this video.

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Two Ways to Stay Compliant With Outbound Dialling

Staying compliant requires a proactive approach, focusing on both knowledge and technology.

To reduce risk and ensure compliance, contact centres should focus on these two key areas:

1. Understanding Regulations

Compliance starts with a clear understanding of the rules, as misconceptions still exist, as Ben explains:

“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.”

To stay on top of regulations, contact centres should:

Provide regular training to ensure teams understand the latest rules.
Audit dialling platforms frequently to identify and correct any compliance issues.

2. Using Technology to Reduce Risk

Technology plays an important role in compliance, and modern dialling systems can help contact centres reduce risk by ensuring they follow regulations more effectively.

“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.”

Many technology providers offer solutions that:

Automate compliance checks to prevent rule breaches.
Reduce the likelihood of errors that could lead to fines.

By combining knowledge with the right technology, contact centres can stay compliant and minimise risk.

If you are looking for more great insights from the experts, check out these next:

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

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