DNC (Do Not Call) List Management
4 min
Overview
Do Not Call (DNC) List Management allows supervisors to upload and manage lists of phone numbers that should be excluded from outbound dialing campaigns. This is a critical feature for ensuring compliance with national and regional DNC registries and respecting customer communication preferences.
How It Works
A supervisor uploads a list of numbers to the campaign's DNC list. Before the dialer places an outbound call to a number from the lead list, it first cross-references it against the campaign's DNC list. If a match is found, the dialer will automatically skip that number, preventing the call from being made.
Prerequisites
- An Outbound Voice Campaign must be created.
- A DNC list must be available in a supported file format (e.g., CSV).
Configuration Steps
- Manage DNC List:
- Location: Supervisor > Manage > [Campaign Name] > Lead Management
- Action:
- Click the DNC tab within the Lead Management section.
- Use the Upload button to add a new list of DNC numbers.
- Use the Download button to export the existing DNC list for the campaign.
Use Cases
- Regulatory Compliance: A company uploads the national DNC registry for their country to ensure they do not illegally contact registered individuals.
- Customer Preference: A customer tells an agent "Do not call me again." The agent adds the customer's number to an internal DNC list, which is then uploaded to all campaigns.
Benefits
- Ensures Legal Compliance: Provides a vital tool to help organizations comply with telemarketing laws like the TCPA, avoiding significant fines.
- Respects Customer Wishes: Honors requests from customers who do not wish to be contacted, improving customer relations.
- Increases Campaign Efficiency: Prevents the dialer from wasting time on numbers that should not be called, focusing efforts on receptive leads.
Limitations
- DNC lists must be regularly updated to remain compliant and effective.
- This feature functions at the campaign level; a separate system-wide Blacklist is used for blocking numbers across all campaigns.
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