Mass calling campaigns need to comply with the law: a list of numbers with a valid source, calling during office hours, respecting refusals, not calling back those who have refused, and techniques: clean lists, standard scripts, measuring KPIs to close appointments. Violations subject you to complaints, number blocking, and even legal risks. Zenify recorded an uptime of 99.99% for its cloud platform.
TL;DR
- Number lists must have a valid source, do not buy random lists.
- Call office hours, respectfully decline.
- Repeated calls cause complaints, numbers are blocked.
- Standard scenario + measuring appointment closing rate.
- List management: clean, reject numbers, don't talk numbers.
Legal regulations when calling out
1. List of numbers with valid sources
Guest agrees to receive calls, or numbers from valid business activities.
Buying a list of numbers indiscriminately → calling unrelated people → complaining, risk.
2. Call office hours
Avoid early morning, noon, late evening, call around 8:00 a.m. to 12:00 p.m., 1:30 p.m. to 6:00 p.m.
Customers are busy/sleeping in the middle of the day → angry, complaining.
3. Respectfully refuse
Customer says "not interested" → mark "reject", do not call back.
Repeatedly calling the person who refused → complaining, may be handled according to regulations.
4. Don't bother too much
Limit the number of calls per number in a period of time.
Mass repetition is annoying behavior.
⚠️ Note: The content is for reference only, not legal advice. Updated according to the latest regulations on telephone solicitation.
Campaign implementation techniques
1. Clean list
Delete duplicate numbers, dead numbers, rejected numbers.
Label digital sources: from advertising, from old customers, from fairs...
2. Standard scenario
First 30 seconds: asking for permission + value + open question (see Calling out script).
Clear goal of the call: make appointment, send documents.
3. Call management
Call from switchboard software, record for QA.
Do not let employees "manually dial numbers" because it is easy to make mistakes and easily ignore regulations.
4. Measure KPIs
Number of successful calls, appointment closing rate, number of "rejections".
Compare between groups of employees, between lists, find the optimal place (see KPI call center).
KPI of the calling campaign
KPI | Meaning
Talk rate | % of calls reach customers
Appointment closing rate | % meeting appointments/sending documents
Number of calls/hour | Employee productivity
Rejection Rate | % of customers requesting to stop
Cost/appointment | Economic efficiency
Don't set a target of "most calls", only appointments and costs/appointments reflect true effectiveness.
Avoid having your number blocked
Repeated calls to the same number many times a day → blocked.
High rejection rate, many complaints → network operator warnings.
How to avoid: type the number you called, increase the frequency, dial the number when necessary, and always respectfully refuse.