FTC Call Center ‘Do-not-call’ and ‘Drop rate threshold’

In December 2002, the FTC (Federal Trade Commission) mandated a national Do Not Call list requirement for Call Centers & Auto Dialers.

Additionally, they set strict guidelines regulating predictive dialing.

The FTC set a maximum abandonment rate of 3% of all connected calls, defining an abandoned call as one which does not transfer a call to an agent within two seconds of the called party completing the greeting, usually “hello”.

Furthermore, they also require you to keep accurate records, playing messages so “dead air” is limited to two seconds and requiring that phones ring at minimum of four times before allowing dialers to hang-up.

Voicent software has been built to be able to obey each and every mandated law, as well as it is flexible to ignore them if you are not bound by the laws.

Below is an example image of our Call Center Manager monitoring the drop-rate threshold.