The Politics of Outbound Calling

By Peter DeHaan, PhD

With the fall elections in the United States approaching, call centers that make automated and/or political calls should consider:

  • Just because something is legal, doesn’t make it right. Check numbers against the DNC list when making political calls. Those who signed up did so for a reason. Calling them will only make them mad, causing them to assume you or the candidate are breaking the law.
  • Don’t overcall people. Even if the client is willing to pay you to call the same number multiple times, don’t do it — especially not on the same day!
  • Don’t mislead people; do provide responsible discloser. Email messages must contain legitimate subject lines; print and broadcast ads must state who paid for the ad; and mailed messages have their own content requirements. Apply these reasonable and accepted practices to recorded messages — people have grown to expect this from other channels, provide it on calls as well.
  • Expect both robo calls and political calling to come under greater scrutiny. Now is the time to diversify your call center activity into other, less contentious areas.
  • People do not understand why they receive these calls when they are on the DNC list — and they are angry about it.

Remember, just because it’s legal doesn’t make it right.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

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