Good practices and rules for your company's Telemarketing
Posted: Sun Dec 22, 2024 8:29 am
Telemarketing is one of the most important mechanisms used by companies, both for customer service and for prospecting new customers. However, it is important to be careful, as the sector must follow certain rules to avoid fines and losses. Check out this post for more details on the laws imposed on the service and tips on good practices so that your company can make the most of this important service.
Contrary to what some people may think, telephone contact continues to be one of the most important and preferred methods for a large portion of customers. Whether for customer service, where customers can request actions or ask questions, or for active telemarketing , responsible for attracting more customers to the company, how to get usa phone number continues to be a fundamental and extremely effective mechanism for all types of companies.
However, for the service to be used in the best way and consequently bring good results to the business, companies need to be aware of both the rules sanctioned by Anatel and the good practices that can be applied , and thus, raise the level of service provided. Every year, dozens of companies in the sector are fined for not following the established rules and protocols, harming the profitability of the business. On the other hand, when the service follows the guidelines and also applies some good practices, telemarketing can become one of the most important pillars of the business, reducing costs, since good service gradually increases the chances of customer loyalty and also increases the scalability of the business, being one of the main agents in prospecting customers.
Check below the rules established for the telemarketing service in one of the latest bills established, from 2018, ( PLS 48/2018 ) which intends to add an article (41-A) to the Consumer Defense Code ( Law No. 8,078, of 1990 ).
Allowed times
For active contact, that is, when the company contacts the customer to offer a service or product, a time slot is established. Calls are permitted from 10 am to 9 pm, Monday through Friday; and from 10 am to 1 pm on Saturday. Calls on Sundays are not permitted, regardless of the time.
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Good Conduct
In addition to the schedules, the project also presents other points related to the contact's conduct, namely:
When making contact, the responsible attendant must identify himself and inform which company he is representing and the contact number for return calls.
A limit of three daily contact attempts by the company is established.
Companies cannot offer the service or product if the consumer informs that he has already refused the offer.
In cases of recorded calls, the consumer must be offered the option of removing the contact from the database for a period of at least 6 months.
In addition to the rules above, a rule is also in effect that requires telemarketing companies to use the prefix 3030 in active contacts to offer services and products. This is already mandatory for calls made from mobile numbers. For landlines, the rule will come into effect in June. The goal is to make it possible for consumers to quickly identify calls intended for this type of promotion, which is yet another of the guidelines established by Anatel aimed at improving the relationship between customers and telemarketing companies. If you want to check out more details on how to adapt to this new Anatel rule in our special post on the subject, click here .
Contrary to what some people may think, telephone contact continues to be one of the most important and preferred methods for a large portion of customers. Whether for customer service, where customers can request actions or ask questions, or for active telemarketing , responsible for attracting more customers to the company, how to get usa phone number continues to be a fundamental and extremely effective mechanism for all types of companies.
However, for the service to be used in the best way and consequently bring good results to the business, companies need to be aware of both the rules sanctioned by Anatel and the good practices that can be applied , and thus, raise the level of service provided. Every year, dozens of companies in the sector are fined for not following the established rules and protocols, harming the profitability of the business. On the other hand, when the service follows the guidelines and also applies some good practices, telemarketing can become one of the most important pillars of the business, reducing costs, since good service gradually increases the chances of customer loyalty and also increases the scalability of the business, being one of the main agents in prospecting customers.
Check below the rules established for the telemarketing service in one of the latest bills established, from 2018, ( PLS 48/2018 ) which intends to add an article (41-A) to the Consumer Defense Code ( Law No. 8,078, of 1990 ).
Allowed times
For active contact, that is, when the company contacts the customer to offer a service or product, a time slot is established. Calls are permitted from 10 am to 9 pm, Monday through Friday; and from 10 am to 1 pm on Saturday. Calls on Sundays are not permitted, regardless of the time.
"Good Conduct
In addition to the schedules, the project also presents other points related to the contact's conduct, namely:
When making contact, the responsible attendant must identify himself and inform which company he is representing and the contact number for return calls.
A limit of three daily contact attempts by the company is established.
Companies cannot offer the service or product if the consumer informs that he has already refused the offer.
In cases of recorded calls, the consumer must be offered the option of removing the contact from the database for a period of at least 6 months.
In addition to the rules above, a rule is also in effect that requires telemarketing companies to use the prefix 3030 in active contacts to offer services and products. This is already mandatory for calls made from mobile numbers. For landlines, the rule will come into effect in June. The goal is to make it possible for consumers to quickly identify calls intended for this type of promotion, which is yet another of the guidelines established by Anatel aimed at improving the relationship between customers and telemarketing companies. If you want to check out more details on how to adapt to this new Anatel rule in our special post on the subject, click here .