Trust / Voice
Voice workflows require careful choices about identity, consent, recording, outreach, data and human escalation before the first call is placed.
The point of view
Before implementation, the organization should define whether calls are inbound or outbound, informational or promotional, recorded or unrecorded, and initiated with an existing relationship or specific consent.
Applicable federal and state requirements depend on these facts. Qualified legal counsel should review the final program.
The opening should identify the organization and explain the automated nature of the interaction when required or appropriate for the use case.
The caller identity, callback path and business purpose should remain consistent throughout the workflow.
Consent records, do-not-call requirements, opt-out language and suppression behavior belong in the system design rather than a separate spreadsheet.
The workflow should stop future contact when a valid request is received and preserve the evidence needed to apply that preference.
A caller should have a clear way to request a person. The system should also escalate when the request is sensitive, outside scope or unsuitable for automation.
Conversation data and recordings should follow the company’s approved access and retention rules.
BCG can map the workflow and technical controls. Your legal counsel should confirm the requirements that apply to your company, audience and states of operation.