Life Sciences Engagement: Adhering to Auto Dialer Compliance

Posted In | CRM | Help Desk | Auto Dialer | Biopharma and Medical Device

Life sciences organizations - whether they specialize in pharmaceuticals, biotechnology, or medical devices - are increasingly realizing the value of utilizing auto dialers to enhance their customer engagement strategies. Auto dialers, software that automatically dials telephone numbers and connects calls to agents, can significantly boost productivity, streamline workflows, and improve customer experience. However, as with any technology involving customer contact, it's essential for these organizations to understand and adhere to auto dialer compliance regulations.

 

Understanding Auto Dialer Compliance

The use of auto dialers is regulated by several laws and regulations, particularly in the wake of increased concerns about telemarketing abuse and privacy invasion. These laws, such as the Telephone Consumer Protection Act (TCPA) in the United States, set out specific rules for when and how auto dialers can be used.
 

For instance, under the TCPA, businesses must obtain prior express consent from customers before making auto dialed or prerecorded calls or texts, among other requirements. Failure to comply with these rules can result in hefty fines and legal complications.

 

Adhering to Auto Dialer Compliance in Life Sciences

Given the sensitive nature of their work, life sciences organizations must be especially careful when it comes to compliance. Here are a few steps they can take to ensure they meet auto dialer compliance standards:
 

1. Obtain Prior Consent

As mentioned earlier, the TCPA requires businesses to get customers' explicit consent before making auto dialed calls or sending prerecorded messages. Consent can be obtained in various ways, such as through a signed agreement or an online form. Life sciences organizations must make sure they have systems in place to record and track this consent.
 

2. Respect Time Restrictions

Some jurisdictions have rules about when auto dialed calls can be made. For instance, under the TCPA, such calls are generally prohibited before 8 a.m. or after 9 p.m. local time. Life sciences organizations should ensure their auto dialing systems are programmed to respect these time restrictions.
 

3. Allow Opt-Outs

Customers should always have the option to opt-out of receiving auto dialed calls or prerecorded messages. Life sciences organizations must provide a clear and easy way for customers to do this, and must promptly honor all opt-out requests.
 

4. Monitor Changes in Regulations

Regulations governing the use of auto dialers can change frequently, making it essential for life sciences organizations to stay informed about the latest developments. Regularly consulting with legal counsel, attending industry seminars, and subscribing to relevant newsletters are all good ways to keep up with changes in auto dialer compliance.

 

While auto dialers can be a powerful tool for life sciences organizations, it's crucial to use them in a way that respects customers' rights and complies with relevant laws and regulations. By taking the necessary steps to ensure compliance, life sciences organizations can enjoy the benefits of auto dialers while minimizing their legal risks.