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Sales Calls Prospecting in the new FCC System / TCPA world

Cindy Romero

There are a lot of good reasons to pick up the phone and reach out to new prospective customers. When it comes to finding new business opportunities, phones offer a high level of efficiency and can be a great way to gather valuable information faster than an email would. 

For decades, large telemarketing companies have abused this channel, making it hard for consumers to want to answer unknown number phone calls, which in turn makes it hard for marketers to find value in making prospective client calls.

As part of their continuous efforts to protect consumers from scammers, the FCC has tackled unwanted calls and spoofing on as many fronts as possible, including their new system for Caller ID authentication. 

As the FCC states, "Caller ID authentication is a new system aimed at combating illegal caller ID spoofing. Such a system is critical to protecting Americans from scam spoofed robocalls and would erode the ability of callers to illegally spoof a caller ID, which scammers use to trick Americans into answering their phones when they shouldn't." 

VOIQ welcomes this high level of phone consumer protection on our platform: caller ID, script templates, do not call lists. 

Below, we want to show you how to automate your Sales and Marketing efforts with Conversational AI while also protecting your brand's integrity by staying in compliance with FCC's Caller ID Authentication.

How to become compliant with the FCC? 

Data collection 

The first thing to do is to make sure you tell your leads how you plan to use their personal information. Also, let them know how you plan to share their data or use it with third-parties. Do this in clear and understandable language, not legalese. There are different ways you can link your Privacy Policy to your marketing efforts, check this complete guide from Terms Feed.

Contact Consent

Data permission is about how you manage email opt-ins: people who request to receive promotional material from you. You can't assume that they want to be contacted. In the future, they need to express consent in a 'freely given, specific, informed, and unambiguous' way, which is reinforced by an explicit affirmative action. 

Our take on the FCC Caller ID Authentication and how do we stay compliant

Local Caller ID

Currently, our customers can validate their phone numbers and use them as their caller ID on the VOIQ platform. We highly recommend this practice, and it is now a requirement. Using technology that helps the end receiver know who is calling them is encouraged by VOIQ. It makes our customer's campaigns more successful. 

"Not only is the Shaken/Stir protocol a great advantage for our customers. We also welcome Google's latest technology that allows businesses to certify their phone numbers, so the name of the company shows up on the caller ID as opposed to just a phone number," says Founder Ricardo Garcia-Amaya. 

Do Not Call List 

Within the VOIQ platform, we provide a DNC (Do Not Call) list option where you can manually move users who mention at any point they want to opt-out and stop receiving phone calls from the voicebot automated system. The DNC list feature on the platform works automatically with the voicebot generating the call and capturing the audio.

Regulations

We hold our customers accountable when carrying-out responsible campaigns. Any misuse of the platform is grounds for disabling an account. This practice is no different from how email automation platforms hold their customers accountable for not sending spam email campaigns, and can bar companies for irresponsible spam practices.

Script Templates 

We provide call script templates as a best practice on how to carry out a successful call, including: identify the AI assistant, what company, the reason, etc. to ensure the message is personalized and sent to an individual. 

Integrations

Like most communication channels, the call channel is best used when it is combined with other channels, and VOIQ highly recommends using the VoiceBot channel as part of a workflow where a call is triggered by an action of a prospect or customer. Below are a couple of examples of how a previous interaction with a prospect or customer can trigger a VoiceBot Call:

  1. A prospect fills out an online form
  2. A prospect opens an email or clicks on a specific link
  3. A customer places an order

Clean data records

Clean or scrub your data to remove any incorrect, incomplete, or duplicate data. Good data hygiene is not only good for compliance; it's also likely to increase your pick-up rates.

The FCC's new system for Caller ID authentication is part of their continuous efforts to protect consumers from scammers; it will be a significant step towards ending highly invasive robocalls. It's important that your marketing and sales effort support this implementation and that the software you use is within compliance as well.

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