For a customer, there is nothing more unpleasant and uncomfortable than being bombarded with calls, messages, and emails about an offer or information they don’t need at the moment. That’s why establishing contact hours is important in a company’s operation, as it sets periods of communication with customers in an outgoing/outbound manner.
Sagicc implemented this section on its platform to protect consumers’ privacy and confidentiality, imposing clear rules on when your company can contact them.
It is important to note that in several countries, there are laws protecting consumers and penalizing companies that fail to comply with this contact regulation. It is important to keep in mind that laws are applied depending on the sector your company operates in. By setting contact hours, you will contribute to ensuring compliance with deadlines established by law, preventing possible penalties.
What will contact hours allow you to do?
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Enable Customized Contact Hours
Strategically set contact hours with your customers.
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Send mass messages ONLY within the customized contact hours
Sagicc will send mass messages only within the previously established hours. If the system detects that it is outside of hours, the issuance of these messages will be paused and resumed once it is within the hours again.
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Make calls ONLY within the customized contact hours
Sagicc will allow you to make calls through the automatic dialer only within the configured hours. If it is detected that it is outside the contact hours, the generation of calls will be paused and resumed when it returns within the hours.
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Set different contact hours for each day of the week
Establish service hours for each day of the week. With Sagicc, you can schedule up to two time blocks for each day. Days of the week without a specified schedule will be considered as days without contact restrictions.
If these hours are set by a company, Sagicc users will see a visual alert in the case view indicating that they are outside of contact hours. This way, users will be informed and advised not to contact a customer outside of the established hours. Sagicc will not block the case’s contact, but it will be up to the agent’s decision whether to contact the customer despite the issued alert.
That is why it is important to establish Contact Hours to prevent sanctions that may result in serious penalties in case of law violation. You can review which laws apply to your country, depending on your business sector.
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