Correctly use your customer’s personal data in your outbound strategies and be TCPA compliant with wolkvox

If your company carries out proactive marketing and sales communication campaigns, it is essential to have a tool that allows you to exercise control over them and helps you to get the authorization of your customers. In this way, you will be able to  identify how interested they are in your products or services from the first contact. Additionally, you will know that your strategies will be more effective and comply with the data processing privacy regulations and respect the rights of consumers.

When we talk about proactive communication campaigns we refer to your outbound strategies. For example, notifications, reminders, and advance messages you send to your customers before an appointment, such as when the payment date is approaching, or when a sales event you want to promote is near.

As a customer, how many times has a notification prevented you from missing an appointment you’ve been waiting for? Or, as a leader of a company, how many times have you had to change your schedule or incur extra processes because your customers don’t show up or make a payment on time? Proactive communication can save your life, but it can also be a hassle for those who have  never authorized receiving alerts via SMS, email, or a phone call.

To ensure that you are not a headache for your users – as we mentioned – you must be aware that they have authorized the processing of their data presenting your policies explicitly and, secondly, you must always include in your communications the option to “Unsubscribe”. 

There are times when your customers have previously agreed to receive information or be contacted by your company, but do not answer your calls or emails or, when they do, they claim not to be interested. Faced with this type of consumer, it is also necessary to establish control, which does not harm the relationship they have in one way or another with your business. 

How can you do it? 

wolkvox has created a new functionality called TCPA Compliance, which you can activate or deactivate from the wolkvox contact center platform, with this option we offer you use a tool to configure a maximum limit of contact attempts with your customers either via voice, SMS, email or WhatsApp in this  manner you make sure not to bother your customers with frequent offers of your products or services, and follow regulatory guidelines. 

This action is aligned with Resolution 38281 of July 2020, issued by the Superintendency of Industry and Commerce (Colombia), which explains that for massive outbound campaigns, predictive dialers, calls made by bots (call bots), mailing strategies, or even contact by chat, it is necessary to have prior authorization to interact with your customers otherwise you would be breaking the law! 

wolkvox encounters these types of regulations on a regular basis. We are a company with a global reach, and we understand the laws that govern the countries we reach around the world. 

For example, in the United States the Telephone Consumer Protection Act (TCPA) specifies guidelines when it comes to making calls, sending emails, or SMS. Those guidelines help companies to make correct use of personal data and respect individual decisions protecting their rights as consumers. In the United States, this is a delicate issue. A study by the Pew Research Center (2020) showed that 64 % of Americans have experienced a data breach or privacy violation. 

When you visit our website or when you use our wolkvox Manager or wolkvox CRM platform, both you and your customers will always view our data processing policy. Only by accepting it will you begin to connect with us through different communication channels to have at your disposal information about what we do to optimize your operation and enhance your customer engagement strategy.

 And now, you as a member of a company can also put yourself in your customer’s  shoes by setting the limit of contact attempts for each sales or marketing campaign and interaction, which you can configure from the wolkvox platforms. Complying with your strategies, satisfying your customers, and respecting government regulations has never been easier.