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  • 1.  Compliance Abandon Rate

    Posted 01-07-2025 15:28
    No replies, thread closed.

    Does the compliance abandon rate tracked in Genesys recognize if a compliant message is played within 2 seconds of a live person answering an outbound call? My understanding is that by playing a message stating the name of the place calling and the callback number within 2 seconds of a live person answering, the call would not be considered a compliance abandoned call. The same would be if connected to an agent within those 2 seconds. I'm curious if Genesys is able to know not to count this call against the percentage it displays under the performance view, and if there are any specific setup requirements to do so. 


    #Outbound

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    Cody Herr
    Customer Care Unit Manager
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  • 2.  RE: Compliance Abandon Rate
    Best Answer

    Posted 01-07-2025 20:44
    No replies, thread closed.

    According to FTC regulations, state:

    Outbound abandon rate, also known as abandonment rate, measurest the percentage of calls answered by humans that are abandoned. FTC regulations require that a campaign's abandon rate be no more than 3% over a 30 day period, or over the course of the campaign (if shorter than 30 days).

    An abandoned call is one that does not connect the consumer to a sales representative within two seconds of the consumer answering the phone.  This may vary by state.



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Compliance Abandon Rate

    Posted 01-07-2025 21:20
    No replies, thread closed.

    It also states:

    The abandoned call safe harbor provides that a telemarketer will not face enforcement action for violating the call abandonment prohibition if the telemarketer:

    • uses technology that ensures abandonment of no more than three percent of all calls answered by a live person, measured over the duration of a single calling campaign, if less than 30 days, or separately over each successive 30-day period or portion thereof that the campaign continues.
    • allows the telephone to ring for 15 seconds or four rings before disconnecting an unanswered call.
    • plays a recorded message stating the name and telephone number of the seller on whose behalf the call was placed whenever a live sales representative is unavailable within two seconds of a live person answering the call.
    • maintains records documenting adherence to the three requirements above.

    I may be interpreting the above wrong, but this seems to infer that by playing a message stating the name and phone number of who is calling would prevent the call from being considered a compliance abandon even if not connected to a live agent within 2 seconds as long as the message itself plays within the 2 seconds of being answered? 



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    Cody Herr
    Customer Care Unit Manager
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    Original Message


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