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YOU ARE HERE : HOME » PREDICTIVE DIALLING » OFCOM AND FCC COMPLIANCE

OFCOM and DNC compliance solutions

Magnetic North promotes the concept of proactive outbound contact to prospects and suppliers. We strongly discourage poor practice in terms of high abandonment ratios and list generation, which have been rife in competitor products and caused the introduction of government legislation to protect consumers from badly written predictive diallers and call centres that perpetuate poor practice. Our dialler supports Do Not Call and Telephone Preference Service (TPS) List imports and screening at a campaign, calling list and system level to ensure compliance. Our regional settings ensure that wherever Maximise maybe installed the best practice for that region can be met and exceeded.

OFCOM dialler compliance to avoid nuisance calls

We regularly provide feedback to OFCOM consultations in the UK and many of our suggestions for good practice are in the current code of practice. As a result you can be confident that Magnetic North adhere to the package of measures as requested by OFCOM. In the UK, these measures consist of the following, each of which Magnetic North is fully compliant to:

An abandoned call rate that does not exceed 3% of live calls over a 24 hour period and shall include a reasoned estimate of Answer Machine Detection “false positives” if AMD is used.

All calls that do not connect must be left to ring for a minimum of 15 seconds

Should a call have to be abandoned, Maximise will play an automated reassurance message to the called party, such messages can be customised per campaign. We provide guidance on the content of such messages to ensure full compliance, including the ability to provide customers with a number to call to opt out of receiving further calls.

Calls that are abandoned are called back using a reserved human agent to ensure a good customer experience.

All calls attempts are made with a valid Calling Line ID for ease of customer call back

Live Calls will be transferred to a human agent within two second of being connected before an abandoned scenario must occur

What is an abandoned call?

As Maximise is predicting when to make the next dial attempt, a scenario can rarely occur when the dial attempt has been made and the customer has been connected yet there is not an Advisor free to take this call; In this event legislation dictates that the call be disconnected witha meesage and this scenario is known as an abandoned call sometimes also called a silent call. .

As part of the Magnetic North Advantage, customers who invest in Magnetic North receive ALL new upgrades throughout the evolution of Maximise. Typically this includes new features as they become available, but as changes to legislation are released we continue to provide our software as being fully compliant to the latest regulations.

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Call data is stored and maintained for a minimum period of 6 months – Maximse data can be kept forever.

FCC Compliance

Read the Ofcom Statement here - http://www.ofcom.org.uk/consult/condocs/persistent_misuse/statement/

US FCC / DNC (Do Not Call) dialer compliance

Magnetic North has many customers operating in North America or from call centres that call to North America and therefore provide compliance to the FCC standards for Do Not Call Legislation including all current key legislative requirements. (http://www.fcc.gov/cgb/consumerfacts/tcpa.html )

These include:

Guarantee of sending a CLI / ANI with an outbound call

Guarantee to screen records against campaign / system Do Not Call Lists

Guarantee to limit abandonment to 3% of calls made answered by a person

2 Second Limit to call delivery to a human from point of answer

5 second limit to disconnection of the line after leaving an answer machine message or when the called party has hung up the line


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