When it comes to getting in touch with your customers via mobile phones, numerous regulations limit when and how often you can use this method of contact. Complicating matters is the fact that your customers are converting landline numbers into mobile lines, and mobile numbers are being exchanged and reassigned, all of which changes which rules must be followed. And the rules continue to change.
Following these regulations becomes increasingly difficult, especially when your agents don’t have access to up-to-date and accurate information required to make the best decisions at the proper time in order to achieve compliance. So what is a company with good intentions like you to do?
Start by Finding the Right Cell Phone ID Service Provider
Because there are numerous companies like yours that need current and accurate dates on each phone number currently in use, third-party service providers can provide the detailed information you need. In addition to assessing to whom a phone number belongs at any given time, you also want to know what kind of phone number it is.
Choosing the right service provider can take some time and you’ll want to look for a couple of things. The provider should have a cell phone number scrubbing service that consistently reviews data and provides real-time updates. A landline can switch to a cell phone number at 10 am and it could be in your agent’s queue at 10:05 am. You need to know that it’s updated in your customer database immediately so you follow the correct regulations.
The system you choose should also be able to provide you with predictability scoring so you know how accurate the information is and can plan your campaigns accordingly.
Use an Integrated Call Center Solution
Once you’ve found the third-party service provider that best meets your needs, you need a call center solution that can integrate that information into your campaigns for you. This will not only help to make your agents more productive, but it will help your operation stay compliant.
Your third-party service provider should be able to integrate with your contact center solution so all of the cell phone numbers are identified and updated automatically so you have the predictability scoring right there when you need it.
And you need that integration to be in real time. These service providers should be able to identify the number and give you the log-in time, time stamp of the last scrubbing, and when it will be scrubbed again.
Staying compliant is so tricky because it involves a lot of moving parts. But with a full-service contact center solution from DialConnection and up-to-date information from a third-party service provider, you’ll have everything you need all in one place.
To get an evaluation of your current systems and processes, contact DialConnection and let us help you reach maximum efficiency and compliance.
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