Compliance
Compliance is
architecture here,
not a policy
Every competitor in this industry has a compliance paragraph. Ours is a page, because the rules are enforced by the system that places the call rather than by a document nobody opens.
What happens before a call is placed
Every record passes these gates before it is presented to an agent. Pick a market to see the same architecture applied to a different rule set, including one that fails.
- timezone sourcederived from lead address and area codepass
- calling windowpermitted 08:00 to 20:00 localpass
- dnc registrynot listed, checked at dial timepass
- internal suppressionno prior opt-out on this recordpass
- attempt cap2 of 3 used this periodpass
- recording consentone-party state, disclosure readpass
- qa capturerecorded and queued for reviewpass
Every gate is evaluated against this lead’s own timezone, not the agent’s.
TCPA-aware dialing
The Telephone Consumer Protection Act and the state rules layered on top of it are not a single switch you turn on. They are a set of conditions that differ by state, by time of day, by the consent attached to the record and by how many times that record has already been called.
We built the dialer around that reality. Each record carries its own compliance context, and the platform evaluates that context at the moment of dialing rather than relying on a list having been correct when it was imported last week. Where a condition is not satisfied, the call is not placed and the record is held.
This page describes the operating controls we run. It is a description of our systems, not legal advice, and it does not replace your own counsel on what your campaign requires.
Calling hours on the lead's timezone
This is the control most often got wrong, and it is got wrong in a way that is easy to miss. A floor calling from one timezone against records spread across several will breach calling windows constantly while every clock in the building says the working day is perfectly normal.
Our platform derives the timezone from the lead's own address and number, then evaluates the permitted window against that local time. An agent sitting anywhere in the world cannot place a call into a state where it is too early or too late, because the record is not eligible until it is. Windows are held per state rather than as one national rule.
State-level attempt caps
Several states limit how many times a consumer may be called within a defined period. Those limits differ, and a campaign that applies one cap everywhere is either breaching the strictest states or leaving contact on the table in the rest.
Attempt counts are held against the record itself and evaluated against the cap for that record's state. When a record reaches its cap it stops being eligible, and no amount of pressure on the floor changes that, because the constraint sits in the platform rather than in a rule an agent is asked to remember.
DNC scrubbing and enforcement
Scrubbing a list at import is not the same as enforcing DNC at dial time, and the gap between the two is where most breaches live. A record can be clean on Monday and registered by Thursday, and a campaign that only checked at import will keep calling it.
We do both. Data is screened before it enters a campaign, and DNC status is checked again at the moment of dialing. Internal suppression is treated with the same weight: when someone asks us not to call again, that request is applied across campaigns rather than only to the one they were speaking to.
Recording consent, gated by state
We record every call, which means we have to be exact about consent. One-party and two-party consent states require different handling, and a single national recording policy is guaranteed to be wrong in one direction or the other.
The consent regime is attached to the record's state and the platform applies it before the call connects. In two-party states the consent gate is armed and the required disclosure is part of the call flow rather than something an agent is trusted to remember at the top of a long shift. UK calls carry the notification required there.
Recorded is not the same as reviewed
Plenty of operations record every call and never listen to any of them. Recording only becomes a control when somebody reviews the recordings against a standard and acts on what they find.
Calls are scored against a written scorecard that covers the opening, the disclosures, how qualification was handled and how the call was closed. Reviewers calibrate against each other so the standard does not drift, and anything that looks like a compliance breach is escalated rather than averaged away. Clients see the QA outcomes for their own campaign, including the exceptions.
The same architecture in the UK
UK campaigns are not a US campaign with a different area code. The registers are different, the consent expectations are different, and the data protection regime is materially stricter.
The platform handles UK records under UK rules: screened against TPS for consumer numbers and CTPS for business numbers, dialled inside permitted local hours evaluated on the record's own timezone, and recorded with the notification required there. Data handling for UK and EU contacts follows UK GDPR, which is described in our privacy policy.
Ask us the hard compliance questions
Most buyers in this industry have been burned by an operation that treated compliance as paperwork. Bring the questions that got a vague answer last time.