Need a Reason to Integrate A Call Center Auto Dialer? How About 28.8 Billion?

Earlier this month, a major telecommunications provider was hit with a record $280 million fine, payable to the federal government and states of California, Illinois, North Carolina and Ohio for committing telemarketing violations. The company was fined for using robocalls to contact consumers on do-not-call lists, triggering the penalty, which the U.S. attorneys working the case claim breached the Telephone Consumer Protection Act and Telemarketing Sales Rule.

This ruling comes just months after President Trump’s newly appointed chair of the FCC, Ajit Pai, stated that robocalls were a “scourge”, and that “there is no reason why any legitimate caller should be spoofing an unassigned or invalid number. It’s just a way for scammers to evade the law.”

Pai also noted that there are roughly 2.4 billion robocalls placed to Americans each month, putting the yearly figure at 28.8 billion. Any one of those calls could be used to support compliance-based litigation. So if you’ve been thinking about incorporating an innovative auto dialer solution into your contact center, now you have 28.8 billion reasons why that would be a smart investment.

Not only will the integration of auto dialer solutions help you remain in compliance with state and federal regulations, your organization will be able to support many critical initiatives:

  • Drive automated outbound, high-touch, multichannel campaigns that improve right party contacts, increasing collections and sales rates.
  • Use real-time business intelligence, list and campaign management optimization to make smarter decisions on whom to contact.
  • Employ a variety of automated strategies, including preview, precision and predictive dialing for high-efficiency campaigns that deliver the right message, at the right time, using the right channel.

Contact center leaders have many tools at their disposal to drive customer service initiatives. But as we have seen, when handled improperly, technology can become a greater liability than an asset. That’s why your organization must consider innovative auto dialer software that will enable you to drive your goals without sacrificing compliance.

To learn more about how auto dialer software and other call center software can benefit your contact center, check out Aspect today.