Approved contact sources
Know where each contact came from.
Products
Call Centre Compliance Controls for Outbound Operations
Support your organisation’s calling policies with documented processes, suitable platform controls and clear accountability for regulatory requirements.
- Unlimited users
- Open API & integrations
- Browser-based, nothing to install
Compliance is a shared operational responsibility
Tools can support your policies, but they do not independently guarantee legal compliance. This page is not legal advice, and your own advisers should confirm what applies to you.
| Area | Dialog provides | Your organisation owns |
|---|---|---|
| Platform controls | Recordings, logs and configurable workflows. | Choosing and configuring them for your policies. |
| Calling policies | Settings that can reflect your rules. | Writing the rules and keeping them current. |
| Consent and lists | Places to manage lists and suppression. | The legal basis for each contact. |
| Legal interpretation | Information about the product. | Advice on the laws that apply to you. |
| Training | Product guidance. | Training people and enforcing policy. |
Regulations differ by country, state and industry.
Eligibility
Consent, permissions and contact eligibility
Contact only people you are permitted to reach, and be able to show it. Requirements differ by region and must be validated for each one. Campaign settings are described in campaign management.
Opt-outs
Honour requests to stop being contacted.
Suppression
Keep do-not-call and internal lists current.
Permitted outreach windows
Call only at times allowed in each region.
Calling rules and campaign guardrails
Guardrails turn policy into settings. Controls shown here are those the platform can support, and the ones available to your account are confirmed in a demonstration.
| Control | What it supports | Confirm for your account |
|---|---|---|
| Retry controls | Limits on how often a contact is tried. | Available limits and time windows. |
| Caller identification | Accurate numbers and names presented. | Options for presenting numbers. |
| Scripts | Consistent wording for agents. | Where scripts are stored and shown. |
| Pacing | Controlled call pacing. | Pacing settings per campaign. |
Related reading: caller ID practices are described in the caller ID reputation page.
Recordings
Call recordings, access and retention
Recordings can support quality review and evidence. Whether and how you record, who can listen and how long recordings are kept depend on the law where you operate and on your own policy, and those decisions belong to your organisation. Configurable policies are described only where the product supports them.
- Recording policy that can differ by region, where supported
- Access limited to the right people
- Retention decided by your organisation
- Handling of sensitive voice data agreed in advance
Audit trail
Reporting, audit evidence and oversight
Evidence is what lets a team explain what happened. Records that can be confirmed for your account are described in reporting and analytics.
Logs
Call records and activity logs.
Exportability
Records you can pass to your own systems.
Permissions
Who can see and change what.
Traceability
A clear view of what happened on a call.
Trust documents
Security, privacy and data handling
Read the primary documents rather than a summary. We do not claim certifications on this page. Ask for current materials during your evaluation, including data processing terms where they apply.
Trust Center
Our approach to trust, in one place. Visit the Trust Center.
Security overview
How security is approached. Read the security overview.
Privacy policy
How personal data is handled. Read the privacy policy.
Data processing terms
Request current terms during your evaluation.
Deployment checklist
Prepare a compliance-led implementation
Build compliance into the plan from the start. Voice data and number practices also matter; see voicemail management and caller ID reputation.
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1
Legal review
Have your advisers review the programme.
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2
Jurisdiction mapping
List where you and the people you call are located.
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3
User training
Train agents and supervisors on the rules.
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4
Testing
Test settings before real calls.
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5
Go-live review
Check the controls once traffic is live.
Product demonstration
See compliance controls in a product demonstration
A demonstration shows the controls, logs and permissions that support your policies, and what remains your organisation’s responsibility. Technical connections are described in Voice API & Integrations and the flow in how it works.
- Campaign guardrails and retry controls
- Logs, exports and permissions
- Recording options for your account
- Where responsibility sits
Compliance: frequently asked questions
What is call centre compliance software?
Call centre compliance software helps organisations apply their own calling policies, for example through controlled campaigns, suppression lists, retry limits, recordings and audit logs. It supports a compliance programme, but it is not a substitute for one. Organisations remain responsible for meeting the rules that apply to them, ideally with advice from their own legal team.
Does Dialog guarantee regulatory compliance?
No. No tool can guarantee compliance on its own. Dialog provides controls that support your governance process, and your organisation remains responsible for complying with the regulations that apply to it. Involve your legal and compliance advisers when you choose settings, and treat this page as general information rather than legal advice.
How can call lists and opt-outs be managed?
Lists are managed through campaign settings, and suppression and opt-out handling can be reflected in how lists are prepared and updated. The methods available to your account are confirmed in a demonstration. Whatever the tool, keep a clear process for recording opt-outs promptly and for checking that suppression files are current before dialling.
Can call recording policies differ by region?
Recording rules differ between countries and states, and decisions about whether to record, what to tell people and how long to keep recordings belong to your organisation. Configurable recording policies are described only where the product supports them, so confirm what is available to your account in a demonstration and with your own advisers.
What audit records are available?
Call records, activity logs and exports can support review and oversight, and permissions limit who can see and change settings. Exactly which records are available, how long they are kept and how they can be exported is confirmed for your account in a demonstration, so list the evidence your reviewers need before the evaluation.
How should organisations approach international calling rules?
Treat each country separately. Map where you and the people you call are located, check consent, calling-hour and recording rules for each place with your own advisers, and configure campaigns to match. Test the settings before launch, train staff on the differences and review them regularly, because rules and enforcement change over time.
See how Compliance would fit your operation
Discuss your use case, existing systems, calling volumes and integration requirements with the Dialog team.
Tailored demo · Unlimited users