Regulations
In the UK, Ofcom requires that predictive dialers abandon less than 3% of answered calls on a daily basis. Ofcom also requires that if an agent is not available within 2 seconds the call is considered "abandoned" and an automated message is played. The automated message must identify the company making the call, the purpose of the call, a free phone or basic rate phone number to call back on and must not contain any form of marketing. A phone call to the return number must not be treated by the company as an opportunity to market, but to be removed from the calling list. In the UK "abandoned" calls must not be called back within 72 hours unless there is a dedicated agent available.
In the USA, if someone answers but no agent is available within 2 seconds of the person's greeting, Federal Communications Commission (FCC) regulations consider the call "abandoned" and require the dialer to play a recorded message. The FCC requires that predictive dialers abandon less than 3% of answered calls.
In Canada, the maximum abandon rate is 5%, and calls cannot be made to numbers registered with the National Do Not Call Registry, emergency or health care providers.
Read more about this topic: Predictive Dialer
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