Shilo’s TCPA Compliance feature ensures that agents and CRMs remain compliant with Telephone Consumer Protection Act (TCPA) regulations by allowing users to mark contacts with a Do Not Call (DNC) request. This feature simplifies lead management by automatically tagging leads who opt out, reducing compliance risks, and allowing agents to focus on high-conversion opportunities.
TCPA: Do Not Call Feature/Filter
1. Setting Up a Filter for DNC Requests
Navigate to the Calls section in Shilo.
If you haven’t already, create a Saved Search for calls that resulted in a Do Not Call request:
Apply filters for the last 30 days.
Set the outcome filter to include only Do Not Call requests.
Click Apply to generate the filtered list.
Save this search for future use (see Shilo’s Saved Search SOP for detailed instructions).
2. Identifying a DNC Request in a Call Record
Open any call record from the filtered list.
Review the call transcript and outcome section for phrases such as:
"Take me off your list."
"Do not contact me again."
"I already have coverage."
If a lead explicitly requests removal, Shilo automatically flags the call as Do Not Call.
3. CRM Updates and Tagging
When a call is marked Do Not Call, Shilo automatically updates the CRM by:
Adding a CRM note stating the lead’s request and the reason.
Applying a Shilo Do Not Call Request tag to the contact.
These updates make it easy to:
Track leads that should no longer be contacted.
Perform CRM data scrubs to remove DNC-tagged leads from future campaigns.
4. Managing Compliance and Optimizing Lead Focus
Regularly review and update DNC filters to maintain compliance.
Use the Shilo Do Not Call Request tag to scrub your CRM and avoid accidental contact.
Focus sales efforts on leads without a DNC request to maximize conversion potential.
Best Practices
✔ Always check the call transcript and ensure Shilo has correctly tagged DNC requests.
✔ Keep Saved Searches organized for quick access to DNC-related call data.
✔ Periodically clean your CRM by filtering out DNC-tagged contacts.
✔ Train agents to recognize and properly handle Do Not Call requests.