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Communications Glossary

Autodialer

Telemarketing has been around for decades. Thanks to modern innovation, technology has made call center and telemarketing work better and more efficient. However, as with any new technology, there are regulations and best practices.

Autodialers are an innovative technology that makes telemarketing more efficient. However, because autodialers put thousands of customers at your fingertips in mere seconds, the TCPA (Telephone Consumer Protection Act) governs how brands can use autodialers.

Learn more about autodialers and what they mean for promoting your business.

 

What Is an Autodialer?

 

“Autodialer” is a broad term that refers to any software or device that can call numbers using a phone number generator. Whether the dialer users random or sequential numbers, it’s still defined as an autodialer by the FCC.

Because of the FCC’s broad definition, “autodialer” refers to nearly any call center software. That means that your business or call center must follow FCC autodialer guidelines if you use this software.

Autodialers not only generate phone numbers, but they also dial those phone numbers on behalf of a live agent. Once a customer picks up the phone, the autodialer either connects them with an agent or plays a recorded message.

But be careful if you play a recorded message! Voice broadcasting (or robocalls) come with a different set of regulations.

Predictive dialers are a type of autodialer that uses algorithms to optimize when the dialer feeds calls to your customer service agents.

 

Autodialer Benefits

 

Autodialers have many benefits for businesses:

  1. Decrease downtime – Autodialers give your live agents more of their time back. This technology removes the need for manual dialing, saving agents hours of time each week.
  2. Increase profitability – Because you’re saving time with this software, you’re also saving money. Reach more customers in less time with an autodialer.
  3. Give better customer experience – Autodialers help you give customers more timely, relevant telemarketing.

 

How to Comply with FCC Autodialer Regulations

 

Autodialers make it easier than ever to contact your customers. But this power comes with plenty of regulations.

Make sure you’re in the FCC’s good graces when you use autodialers. This isn’t a comprehensive list, but these regulations will give you an idea of what to expect when using an autodialer:

  1. Obey the Do Not Call List – Brands have to follow this rule no matter what. Never, ever call a customer on the FTC’s National Do Not Call Registry.
  2. Record every communication – You must have a proven relationship with your customer to call them in the first place. Always have your documentation in order. You never know when you’ll need to comply with an audit!
  3. Follow with the 3% rule – The FCC limits how many times you use an autodialer and don’t connect the customer with a live agent. When a dialer connects a customer and an agent is too busy to answer the call, that’s called a dropped call. The FCC says you can only have a 3% dropped call rate to be compliant.

Don’t let the rules scare you, though. When done right, autodialers are very useful to let you keep your organization informed and involved.

This content does not constitute legal, financial, or professional advice. This content is for informational purposes only. Consult a professional for your unique situation.

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