Cloud Contact Center Software Ensuring that your Dropped Call Percentage Calculations and Reporting Are FCC-Compliant Last updated June 4, 2014 Summary FCC regulations require that the percentage of dropped calls from all outbound campaigns fall within specified guidelines. To accurately comply with the FCC's and FTC's restrictions on a maximum Call Abandonment Rate percentage (currently 3% per campaign per 30 days), Five9 is modifying VCC features and adjusting the calculation for Dropped Call Percentage. Part of the change to VCC features ensures that agent-driven Custom Dispositions are not included in the calculation for Dropped Call Percentage. Benefits and Document Purpose This document provides instructions for Five9 administrators to follow when creating custom dispositions for agents to use when no live person is reached. When followed, the processes described here will assist with FCC and FTC compliance regarding dropped calls. In addition, Five9 supervisors will have additional reporting information for evaluating no-party-contact calls. Disclaimer All information provided within is as-is without any warranty, expressed, implied, or otherwise; including as to their legal effect and completeness. This content is provided for guidance and should be applied as necessary to meet your needs and the laws of your state or country. The information and instructions are not a substitute for the advice of your own legal counsel. Please consult with your legal counsel to ensure that you remain compliant with all FCC, FTC, state and/or regional telemarketing, and any other regulations that apply to your company s operations. Last updated 03/06/2014
Contents Summary... 1 Benefits and Document Purpose... 1 Disclaimer... 1 Administrators Creating Custom Dispositions for No Live Party Calls... 3 Working with the General Tab Custom Dispositions... 3 Supervisors Understanding New Reporting Fields for Dropped Calls... 4 About Five9... 5
Administrators Creating Custom Dispositions for No Live Party Calls Some administrators create a custom disposition for calls passed to an agent when a live party is not reached (such as calls that go to an answering machine). When such calls get passed to an agent, the agent should use the appropriate custom disposition to indicate that they did not reach a live party. For Five9 customers to remain compliant with FCC regulations regarding dropped calls in campaigns, custom dispositions are not included in the calculation for the Dropped Call Percentage. Refer to FCC regulations for current requirements and call abandonment rate calculation. Working with the General Tab Custom Dispositions Creating custom dispositions is a powerful way to tailor call outcomes into categories unique to improving your specific business processes. Administrators must acknowledge that they understand that custom dispositions created for agents who are not connected to a live party (message machine for example) will not be used in the Drop Call %. The No Party Contact disposition is intended to be used when the agent is connected to something other than a live party. Since the FCC calculation for abandoned calls does not include calls connected to non-live parties, using the No Party Contact disposition for additional reasons other than not connecting to live parties will increase the Drop Call % and Dialer Drop Call % rates (i.e. abandoned call rates). The Administrators selects the custom disposition from the disposition list and checks the checkbox illustrated below to acknowledge that they understand that the disposition will be counted as a "No Party Contact" and that it will not be used in the calculation for Drop Call %. After you check the checkbox, a popup panel appears asking you to acknowledge that this disposition will not be used in dropped call percentage calculation
Supervisors Understanding New Reporting Fields for Dropped Calls The percentage of abandoned calls is displayed in the Supervisor Campaign State window as the Dialer Drop Call %. It is calculated by a formula that allows Five9 customers to remain compliant with FCC and FTC regulations. The calculation does not include any custom dispositions created by Five9 customers to indicate that a call was not answered by a live party or was answered by an answering machine as federally required. No Party Contact percentage is reported in two columns: No Party Contact-Sys Indicates the number of No Answer, Busy, Answering Machine, or Operator Intercept dispositions, with percentage from campaign total attempts in parentheses. No Party Contact-Agent Indicates the number of times the custom disposition was used when no live party was reached (percentage from total attempts in parentheses). These calls are not included in the dropped-call percentage calculation.
Dialer Drop Call% - Number of abandoned (dropped) calls, with percentage from total attempts in parentheses. Use this statistic to monitor the "abandoned calls percentage for FCC telemarketing regulations. Note: This calculation does not include any custom dispositions created to indicate call dispositions when no party is reached. Copyright Five9, Inc., 2013-2014 About Five9 Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to more than 1,800 customers worldwide and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations of every size transition from premise-based software to the cloud. With unparalleled expertise, technology, and ecosystem of partners, Five9 helps businesses take advantage of secure, reliable, scalable cloud contact center software to create exceptional customer experiences, increase agent productivity, and deliver tangible business results. For more information visit www.five9.com. 4000 Executive Parkway, Suite 400 San Ramon, CA 94583 925.201.2000 www.five9.com