Do Not Call

There are different aspects of Do Not Call (DNC) checking and processing that the ChaseData solution offers, and in this document, we summarize them all together to make it easier to distinguish among them so you can determine when it is best for you to use one or more at certain points of your calling strategy.

Key elements or aspects of DNC include:

1. The status of telephone numbers that you use, in terms of DNC.
2. An internal DNC list within your ChaseData datastore that you may decide to use.
3. A DNC.com account that you may have, for which you configure your ChaseData environment to integrate in order to perform allowed checks against the DNC.com database and perform corresponding scrubs.
4. Your Campaigns and how you configure it to treat DNC events.

Let us explore these elements further.

There are three typical call status related to DNC:

3. DNC is a user-configured status/disposition that is applicable at the Campaign level; it is assigned manually by the agent handling the corresponding call.
4. DNC-PERM is a system-assigned status applied when a number is added to the internal/local DNC database.
5. FTC DNC is a system-assigned status applied when a query is performed to DNC.com (integration via the user’s account is required) and the number is correspondingly scrubbed.

The system allows the use of an internal list of DNC numbers, which is checked against before attempting a call to a number. This list is typically populated through import operations, but certain workflows (e.g., a campaign’s Play Message on Abandoned Calls setting) instruct the system to add a called number to this list if it meets the criteria, as well.

The system allows integration with the Do-Not-Call system (DNC.com), allowing it to identify and use an authenticated and authorized connection and enabling its use for your Campaigns. This integration provides the ability for the system to check numbers against the DNC.com database when a call is to be attempted in Predictive and Progressive dialing modes, and using the response received from DNC.com to determine whether to scrub the number, which in turn assigns it an FTC DNC status.

How a Campaign is set up plays a role in the handling of DNC numbers, or potential DNC numbers. Things to consider include the following:

3. Some dispositions, or phone number status, are usually defined as non-callable, meaning that a call to the corresponding number is not to be placed. That is the case of any system-defined DNC status and is expected to be the case of a user-defined DNC status. By default, this also applies to calls that are manually initiated by an agent; however, since non-callable is a generic categorization of dispositions (e.g., a Sale disposition is non-callable), there is flexibility in setting up a Campaign to change this behavior (this is entirely the judgement of the business using the system, who may have legitimate reasons to do so, like following up a sale).
4. The system allows enabling a special behavior for dropped calls (i.e., not answered by an agent, abandoned), known as Play Message on Abandoned Calls, where a pre-recorded message is played to customers that offers the option for requesting, via DTMF, to be added to the internal DNC list.
5. Agent Skills, although not configured at the Campaign level, also affect treatment of DNC numbers in a Campaign. This is because there is also flexibility for a business to configure a Skill, which may be assigned to one or more agents, so an agent with that Skill is given discretion on whether to call a DNC number.