When customers create a program in the Customer Portal, they must select a Call Purpose for their program. Below is a description of each type of call purpose, when each should be selected.
Customer Service
Calls made to assist customers with inquiries, issues, or services related to a company's products or services. These are typically support or resolution focused.
Debt Collection
Calls intended to recover overdue payments or debts from individuals or businesses on behalf of a creditor and often involve financial discussions.
Informational/Notification
Outbound calls made to provide important updates, reminders, or notifications, such as appointment confirmations, event reminders, or emergency alerts.
Charity
Calls made on behalf of charitable or non-profit organizations to solicit donations, promote awareness of causes, or encourage participation in fundraising events.
Political
Calls made to promote political campaigns, candidates, or initiatives. These may also include voter outreach, advocacy efforts, or calls to encourage political donations and participation.
Survey
Calls made to collect opinions, feedback, or data from individuals, often for market research, public opinion polling, or customer satisfaction purposes.
Telemarketing
Sales-oriented calls made to promote or sell products, services, or subscriptions. These calls are typically conducted by businesses or agents to generate leads or close sales. TCPA suggests that entities should not make telemarketing calls without consumer consent and additionally prohibits certain types of calls and texts, including:
- Calling or texting people on the National Do Not Call Registry
- Making marketing calls or texts without the recipient's consent
- Sending robocalls or recordings to homes without the recipient's consent
- Sending unsolicited texts to cell phones
The TCPA also prohibits the use of certain types of equipment, including automatic dialing systems (auto dialers), telephone facsimile machines, and other electronic devices for sending unsolicited advertisements.
Multi-Use Line
A general-purpose line used for various types of calls, which may include customer service, personal use, or internal business communications, without a specific primary or singular function.
Prison
Calls originating from correctional facilities, usually placed by inmates to communicate with family, friends, legal representatives, or other approved contacts.