Effective October 1, 2008 marketers who employ IVR to reach out to their potential customers in Canada must beware. If you are using IVR to place your calls to Canadian consumers, you better press the “pause” button and read up, http://www.LNNTE-DNCL.gc.ca
The CRTC refers to IVR as ADAD (Automatic Dialing and Announcing Devices) – you can read up on the specifics at: http://www.crtc.gc.ca/eng/INFO_SHT/t1022.htm
The Canadian, DNC is very similar to its US counterpart; however it comes loaded with a list of rules that apply specifically to the use of IVR to communication with consumers.
If you are using IVR to automate calling for the following purposes, you are exempt (ADADs are permitted when there is no attempt to sell)
So you can press the resume button for:
• Product recall calls
• Appointment reminder calls
• Appointment rescheduling calls
• Calls related to payment or bill collections
• Public service announcements
• Polls and Surveys
Important Notice:
If you are using IVR to communicate with consumers (who are not in the DNC), even if they are your customers, you must makes sure you read up and obtain specific clarification from the CRTC, specifically to a new rule which reads: ADADs may not be used for telemarketing unless the consumer has given express consent to accept an ADAD telemarketing call. https://www.lnnte-dncl.gc.ca/nrt-ntr-eng#link01
This article can be freely published in a web site as long as its not modified in any way including authors bylines, plus the hyperlink must be active just as bellow.
Barnard L. Crespi, is President of Datatel, a firm that helps businesses and organizations successfully execute their IVR strategies.
He is the author of many leading industry reports, including A Quick Guide to IVR Surveys, How To Successfully Execute your IVR Project, The Complete Guide to Generating Sales Leads with IVR
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