Campaign Management 101: Compliance Management

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Compliance Management

This is the last part of our series on what campaign management for customer engagement is and why you need it.  

So far, we have covered 3 essential functions: 

  1. Data ingestion and assembly of customer details for sales, proactive service, collections, and retention 
  2. Creation of multi-touch, multi-channel engagement sequences, including retries and next best actions 
  3. Segmentation and prioritization of contacts to make the most of limited human resources and time 

Compliance management is the 4th core capacity of an engagement campaign manager. Privacy and consumer protection are now governed by a complex array of laws and regulations. Besides, customers are bombarded with contact requests and grew suspicious of SPAM and robocalls. They made trust a key element of the experience they expect with any business, forcing enterprises to define their own rules on how to engage customers and respect their privacy. 

Compliance for outbound communications encompasses: 

  • Telemarketing laws such as TCPA in the US or Ofcom in the UK that define prior consent required and limit the use of auto and predictive dialers 
  • Do Not Call databases and registries 
  • Identification of mobile numbers that need to be handled specifically 
  • Management of contact windows by time zone and state 
  • Privacy regulations such as GDPR in Europe or CCPA in California giving customers the right to know about their data and the right to be forgotten 
  • Consumer rights such as the U.S. Fair Debt Collection Practices Act that puts limits on outreach and harassment 

An engagement campaign manager lets you implement the controls on your outreach, run the workflows on your data, and provide the reports needed to mitigate risks and minimize the overhead for staying compliant. Learn more