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FAQs - For Outbound Call Centers

Q: What are the laws regulating outbound calling?

Q: How can I make sure I follow all of these laws?

Q: Are there any advantages of outbound calling over inbound?

Q: Can I do both outbound and inbound in the same call center?

Q: How do I find clients?


Question: What are the laws regulating outbound calling?

Answer: The restrictions on outbound calling are numerous. Starting with the national "do not call" list (DNC), which list millions of names and numbers that are illegal for you to call. The penalties of making a mistake are severe. There are limitations on the times of day you can call, what you can say, when you must end the call, and how you end the call. There are also legal requirements on how your predictive dialer (the software and equipment that places calls for your staff) performs. And that is at the federal level. Many states also have laws, governing calls made within the state, or into that state, that are more restrictive than the federal laws. The legal limitations of outbound calling are numerous and confusing.

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Question: How can I make sure I follow all of these laws?

Answer: There are software programs and services that can help keep you in compliance with many of the "do not call" (DNC) laws. Your equipment vendor can guide you in properly configuring their predictive dialer so that you remain in compliance with those regulations. Your vendor may also be able to provide you with other resources to explain the ins and outs of the various laws. Other resources include call center consultants that specialize in outbound consulting or attorneys who specialize in telemarketing.

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Question: Are there any advantages of outbound calling over inbound?

Answer: There are two advantages. One is that call centers doing outbound calling are only open those hours during which they can call; that is, they are not open 27x7, but perhaps 9am to 9pm, Monday through Friday. (Though some calling does lend itself to weekends.)  The other advantage is that you only schedule your staff to work when there is work to do. This way your labor costs track with your revenue. (Inbound call centers need to have agents present, waiting for calls, even if no calls come in.)

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Question: Can I do both outbound and inbound in the same call center?

Answer: Some call centers do both outbound and inbound calling, but most do not. It is certainly not something that you should consider doing when you are starting out. You should focus - and excel at - one or the other. Later on, once you have mastered outbound calling, you might want to expand into inbound, but many call center owners simply start a second call center to focus on that, as opposed to mixing the two together.

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Question: How do I find clients?

Answer: There are countless books, classes, and resources about marketing and selling a non-tangible service. These should be consulted and followed carefully. Aside from that, know that finding clients will be hard work and will require dedication and tenacity in following and believing in a marketing plan.

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