The world of tele-recruitment is changing. New legislation in the federal government, technological advances on cell phones, and the culture of the world at large have drastically changed the landscape from what it was just several years ago.
The legislation in the federal government is changing frequently, and compliance needs to be your top priority. How to call cell phones, when to call cell phones, and keeping an updated Do Not Call list for donors is crucial. We recommend reviewing the Professional Association for Customer Engagement (PACE) information relating to new TCPA and DNC laws, and consulting someone knowledgeable in tele-recruitment law to determine if you are in compliance! Check out https://paceregulatoryguide.com/ for more information.
Cell phone technology is also influencing your calls at alarming rates. User apps, the carrier, and/or the operating system on the phone itself often work together to notify the recipient of a call that an incoming number is potentially a SPAM or tele-marketing number. Unfortunately, these numbers can be easily misidentified as SPAM, causing donors, who may genuinely want to hear from the blood center, to miss your calls! Some calls may appear with a caller ID alerting the receiver that it’s potentially a marketing call, and some calls may be blocked entirely—the donor you are calling may not even know that you tried to reach them!
This poses a serious issue for blood centers if they’re misidentified as SPAM. Donors may no longer receive calls, with no way to change the process on their end, and no say in whether a number is blocked or not. As of now, the best way to combat this issue is to strictly monitor contact rates and regularly change the caller ID number you are calling from in order to avoid it being misidentified as a SPAM number.
Incept is at the forefront of both of these issues, working to stay fully compliant, and finding solutions to increase contact rates in the wake of the changes made to call blocking. These issues and the solutions to them are ever-changing, and we will keep our clients apprised of any changes we need to make so that you can be sure the effect on your business is kept to a minimum!
Please note, none of the claims above should be treated as legal advice. If you have any further questions regarding DNC and TCPA compliance or cell phone blocking, please review the FTC guidelines, reach out to an industry trade association like PACE, or contact your lawyer.