Do not call

The concept of Do Not Call in Issabel Contact Center refers to a functionality designed to ensure compliance with telemarketing and privacy regulations, preventing calls to certain restricted numbers. The most relevant aspects of the Do Not Call tab in the dialer are as follows:

What is Do Not Call?

The Do Not Call tab in the dialer in Issabel Contact Center is a list of phone numbers that should not be called under any circumstances. This is useful for:

• Complying with local or international telemarketing laws and regulations, such as exclusion lists.
• Respecting the requests of end users who have asked not to receive calls.
• Improving business perception and ethics by respecting the privacy of contacts.

Main Functions

The tab offers various functionalities to effectively manage and maintain Do Not Call lists:

• 1. List Creation:
  • DNC number lists can be created directly in the interface.
  • Numbers can be added manually or uploaded via CSV files.
• 2. Number Search and Management:
  • Administrators can search for specific numbers within the Do Not Call list.
  • It is also possible to remove numbers from the list if it is determined that they no longer need to be blocked.

Managing Do Not Call Lists

• 1. Manual Creation:
  • You need to go to the Do Not Call tab within the dialer section and enter the number to be added to the list.
• 2. Bulk Import:
  • Administrators can upload large volumes of numbers to the Do Not Call lists using CSV files. This is useful for regularly updating the list and ensuring its accuracy.
• 3. List Export:
  • The Do Not Call lists can also be exported to integrate them into other systems, audit their content, or maintain a backup copy.

How Does Do Not Call Work?

• 1. Real-Time Validation:
  • During the execution of a campaign, the system checks each number to be dialed against the Do Not Call list.
  • If a number is on the Do Not Call list, the system automatically discards it and logs that the call was not made.
• 2. Avoiding Conflicts:
  • If a number appears both in a campaign's contact list and in the Do Not Call list, the restriction of the list prevails, ensuring that exclusion rules are not broken.

Advantages of Using Do Not Call

• 1. Regulatory Compliance:
  • Facilitates compliance with regulations such as data protection laws or specific telemarketing regulations, avoiding fines or penalties.
• 2. Reputation Improvement:
  • Respecting customer preferences improves the company's image and increases public trust in the contact center operations.
• 3. Resource Optimization:
  • By avoiding calls to numbers on the Do Not Call list, resources such as time, lines, and agent effort are saved.

Common Use Cases

• 1. Customer Request:
  • A customer can directly request that their number be added to the Do Not Call list after a call or contact.
• 2. Legal Compliance:
  • An official exclusion list provided by a regulatory body is loaded to ensure that prohibited numbers are not contacted.
• 3. Internal Management:
  • A company may decide that certain numbers should not be contacted by specific campaigns or during defined hours.

This is an essential tool for managing call exclusions ethically and legally. Its ability to integrate with campaigns, verify numbers in real-time, and handle large lists makes it a fundamental component for any contact center operation seeking to comply with regulations and maintain customer satisfaction.

If there is any incorrect or incomplete information, or additional information needs to be generated, please write to isscc@issabel.com