This is the first of three blogs that look at how well Acarda Outbound stands up to the 2015 FCC Order on Autodialers. The June 18, 2015, FCC Declaratory Rule and Order, GCC-15-72A1, can be read here. In particular this blog will look at paragraph 17 and 18. You should seek your own legal counsel for an interpretation of this ruling however the following questions and answers may be helpful.
Q1. What is an autodialer?
A1. There are several types of autodialers. An autodialer that randomly or sequentially dials a list of numbers to deliver a pre-recorded message to the recipient is referred to as a voice broadcasting autodialer, or a robocalling autodialer. This is a fully automated process without human intervention unless the called person was given the option to be transferred to a live person.
In some call centers a power dialer is used to dial ahead and find people for an agent to speak with. These autodialers wait until an agent is available and then dial out on multiple lines to find another person. More sophisticated autodialers, called predictive dialers, will start dialing even before an agent is ready and they use realtime analysis to determine when to start dialing and how many lines to dial out on in order to minimize the time an agent needs to wait for a new contact to speak with at the end of their current call.
Unfortunately the FCC order does not “address the exact contours of the ‘autodialer’ definition or seek to determine comprehensively each type of equipment that falls within that definition” (para. 17.); rather, they leave the question open ended to be determined on a case-by-case basis. You may like to read up further on what an autodialer is at https://en.wikipedia.org/wiki/Auto_dialer
Q2. Is Acarda Outbound an autodialer?
A2. Acarda Outbound has no predictive dialer ability and should not be considered to be an autodialer. It functions as a Call Manager where agents can make notes on each call and record call outcomes. The Acarda Outbound Agent displays contact details like a Contact Management System and then when the agent clicks a button the telephone number is speed-dialed in a similar way to the speed-dialer capability of a memory dial desktop telephone.
Please note, this blog is provided for informational purposes only and is not legal advice, nor is it a substitute for obtaining legal advice from an attorney. For more details on Acarda Outbound please see http://www.acarda.com/live-outbound-calling/. You can download an Acarda Outbound trial via http://www.acarda.com/outbound-calling-downloads/