Matt walks through how call centers should handle opt-out requests and stay compliant with outbound sales regulations. He covers the processes and audit systems that keep customer contact lists accurate and legal.
Hey, guys, what's up? Matt here with the SDR call center. What I'm going to be telling you today is some facts about what you should be doing if you're running an outbound team or you're doing any sort of outbound telecommunications sales, right? And these are designed to scare you. They're all true. So that you just outsource to me, your local SDR call center guy. These are things that you need to have in place. You have to have established a clear process for handling opioid requests immediately. If somebody asks, do not call me back. You cannot just deflect and fucking ninja your way. You can maybe do it once, but if they say, mate, I don't want to be caught again, you can't just hang up the phone and go to the next one. You have to acknowledge that and say, yeah, there's no dramas. Is there any other numbers or names that I should know under? Okay, cool. I'm just going to go ahead and search the system. I'm going to remove you from all that and put you on the do not contact list and ensure that they do not get called again. So for us in our call center, it's a big giant button add to DNC list now. They will never be called again for any other people that are on our system. If someone says do not ever call me again or especially I'm on the do not call list, we go. Okay, our apologies. Something must be wrong with our system. What we're going to go ahead and do is make sure that we flag this and that you'll never get called from us ever again. We appreciate your time and sorry for the inconvenience. Audit these things. So you have to show an audit log of how often you're auditing the reps to make sure that they're doing the right things. Sometimes you can use like gong for this or you can use some order or auto stuff. Our system does it internally, right? So we have that audit system built in and so we are doing that stuff on a regular basis. Also, ours automatically filters not call this so it won't. Corny one. Anyway.
