*This document is for informational purposes only and is not exhaustive. It is in no way a legal recommendation and is not a substitute for specialist recommendations. It is every person’s responsibility to conform to regulations in effect. Vocalcom will not be held responsible for any damage or consequence resulting from the use of information and data contained in this document.
In order to take into account the evolution of usage and the needs of operators, and also to avoid a shortage of phone numbers, Arcep—the Authority for Regulations of Electronic Communications, Postal Services, and Printed Media Distribution, initiated in 2018 a modernization project for dialing strategies. The project was conducted between December 7, 2021, and February 22, 2022, resulting in a decision in September 2022, for application as of January 1, 2023.
In this manner, Arcep is modifying the national dialing strategy and related management rules, creating in particular a new category for numbers used by automated dialing systems.
In this article, Vocalcom explains Arcep’s new dialing strategy, Verified Universal Numbers, and the impact on telemarketing and outbound dials.
Arcep’s decision n° 2022-1583 concerns the establishment of the national dialing strategy and its management for the French telecommunications industry.
In its decision, Arcep stipulates many changes, especially the dialing strategy. This henceforth includes new dedicated and required numbers for telemarketing activities. For automated outbound call campaigns (in predictive and progressive mode), contact centers must henceforth show a Verified Universal Number.
Verified Universal Numbers belong to specific groups of numbers. They are assigned by Arcep to telecommunications operators who are able to verify and guarantee, for each call, that the display of the Verified Universal Number used was authorized by the purchaser who owns the number.
It concerns 10-digit numbers beginning with:
The Arcep decision applies to all outbound flows using an automated call system, without taking into account the finality of the telephone call and the recipients (B2B, B2C).
It therefore concerns cold calling, telemarketing, debt collection, surveys and polls, customer service outbound calls, outbound calls for BPOs, public service outbound calls, etc.
Beyond the application of Verified Universal Numbers, Arcep stipulates an exemption of controls for automated call systems which:
The Arcep decision has different goals that must take into account the implementation in French law of the last code of European electronic communications.
The decision specifically allows:
Of course, this new framework of automated call systems brings behavioral and operational changes and impacts cold calling.
Regional or national numbers can no longer be used since January 1, 2023. Operators must therefore use Verified Universal Numbers for their telemarketing campaigns.
This will, of course, have an impact on KPIs, since it is highly likely that the number of calls accepted by end users will decrease, but the quality and therefore the ROI will increase. People will accept the calls. Therefore, the most important point is: The customer relationship is evolving. The end users will henceforth have more protection, flexibility, and control over the manner in which they are contacted. Trust in brands and companies will only be reinforced.
For contact and telemarketing centers, one question must be asked: Is this the end of outbound calls? Of course not! Learn how Vocalcom can support you in this area.
Vocalcom, an expert in customer service and specifically outbound call campaigns for 25 years, is available to help you during this transition phase. Our specific knowledge of regulations linked to telecommunication services, in particular in the French market, allows us to offer you solutions which are easy and ready to use. The Vocalcom offer has become enriched with a new type of service to have Verified Universal Numbers at your disposition.
Interested in our solutions?