Objective. A rep can dial without creating exposure.
This module is the calling envelope. It is built to be followed without judgement calls, because the alternative is a rep deciding at 8:05pm whether one more dial is fine. Every value below is a hard edge, not a target, and the rule is designed so that following it is easier than reasoning about it.
The envelope
| Calling window | 8:00 a.m. – 8:00 p.m. in the CALLED PARTY'S local time — not yours |
|---|---|
| Attempts | No more than 3 per person per 24 hours, same subject matter |
| Recording | Never. Not for training, not for notes, not "just this once" |
| Suppression | Person-level, every channel, honored within 24 hours, permanent |
| National DNC scrub | Registry version no older than 31 days, per campaign |
| State DNC lists | Checked for any state worked: CO, FL, IN, LA, MA, MO, OK, PA, TN, TX, WY |
| Internal DNC records | Retained 5 years from the request |
| Caller ID | Real, never blocked, and the number shown must accept opt-out requests in business hours |
On the call
- Identify yourself and the company in the FIRST sentence. Not after the hook.
- Say why you are calling this business specifically.
- If they ask to be removed, that is an opt-out. Confirm it, log it, stop. Do not counter, do not ask why, do not offer to call back later.
- Do not record. If a prospect asks whether they are being recorded, the answer is a plain no.
- Every attempt gets a record: who, when, outcome, and whether an opt-out was given.
Why we never record
Recording would make consent a per-state question with one-party and all-party jurisdictions and a caller who cannot always know where the other person is sitting. Not recording removes the question entirely rather than answering it eleven different ways — the same design-the-obligation-out-of-existence move the product uses by refusing to hold rate data.
Check yourself
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It is 7:50 p.m. where the prospect is. You dial.
Allowed Inside the window. It closes at 8:00 p.m. in THEIR local time.
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It is 5:00 p.m. for you and 8:15 p.m. for the prospect. You dial.
Not allowed Outside the window. The called party's clock is the only one that counts.
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You have called twice today about the same thing. It is 4 p.m. You dial a third time.
Allowed Three attempts per 24 hours is the limit. This is the third.
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That third call does not connect. An hour later you try once more.
Not allowed That is a fourth attempt inside 24 hours. The cap counts attempts, not conversations.
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A prospect says "take me off your list." You say you will remove them, and ask what changed their mind.
Not allowed Asking why is a counter. Confirm, log, stop — nothing else.
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A prospect says "I am not interested right now, try me next quarter." You log it and schedule a follow-up.
Allowed Not an opt-out. "Not now" is a timing objection; "remove me" is a stop.
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A prospect opts out by email. You note it applies to email but keep them on the call list.
Not allowed Suppression is person-level across EVERY channel. One opt-out stops all of them.
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You have a mobile number with a 212 area code and no business address, so you cannot tell what timezone they are in.
Not allowed DO NOT DIAL. An area code is not a location. Resolve the timezone from the agency's stated business address, or leave it alone.
Source: specs/CALL-RULE.md, in full