Here at Magnetic North, we are keen promoters of proactive outbound contact to both prospects and suppliers. We are active at discouraging poor practice regarding high abandonment ratios and list generation. These types of practices have unfortunately been rife within our competitors products, to the extent that they have meant the introduction of laws to protect consumers from poorly designed predictive dialers and contact centers which enable poor practice.
What is an abandoned call?
An abandoned (or sometimes silent) call is one where by the customer has been connected yet there is not an advisor free to take this call.
Our dialer, Maximise uses Artificial Intelligence to predict when to make the next dial attempt and therefore a scenario can rarely occur when the dial attempt has been made and no agent is free. Where this does happen, legislation stipulates that the call be disconnected with a message.
FCC/DNC (Do Not Call) dialer compliance
We have many customers operating in North America or from call centers that make calls to North America and therefore we provide compliance to the FCC standards for Do Not Call Legislation, including all current key legislative requirements. These include:
- Guarantee of sending a CLI/ANI with an outbound call
- Guarantee to screen records against campaign / system Do Not Call Lists
- Guarantee to limit abandonment to 3% of calls made answered by a person
- 2 Second Limit to call delivery to a human from point of answer
- 5 second limit to disconnection of the line after leaving an answer machine message or when the called party has hung up the line.
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Call recording compliance
Our call recording platform, Optimise, is fully compliant with HIPAA patient privacy regulations, Sarbanes-Oxley and the Payment Card Initiativeayment Card Initiative (PCI compliance).
The Magnetic North Advantage
The Magnetic North Advantage is a fresh new approach to long-term partnerships and means that customers investing with us receive every new upgrade, without any additional cost, throughout the lifetime of the evolution of Maximise. Generally this will include new features which are introduced, but also features which have been changed to meet legislative requirements to ensure that our software is always fully compliant with the latest regulations.