– It seems a few of you have just signed our Call Center / Publisher Agreement (which you can find online at http://blog.zenfinancial.com/wp-content/uploads/2021/10/Zen-Media-LLC-Call-Center-Publisher-Agreement.pdf), and have not understood that as per the Agreement, you can only dial on TCPA Complaint Data, and not just DNC Scrubbed Data. As per TCPA, you cannot call any consumer, who has not Opted-in to be called, so to dial on any of our campaigns, you need to have access to Opt-in Data, else, you cannot and should not dial on any of our campaigns.
– Call Center should be able to transfer the Caller-ID of the Consumer.
– Call Center should have it’s own DID #, which should be flashed to the Consumer, when the consumer is called. In case, the consumer is not available, an appropriate message should be left, so that the consumer can call back.
– The Number provided to the consumer, should be manned during the campaign Working hours, and after office hours, it should have an appropriate message informing the consumer of the working hours, requesting the consumer to call back, during working hours. Alternatively, there should be an answering machine, which should give the consumer the option to leave a message.
– The call center should WARM Transfer the call (unless specified otherwise).
– If the campaign requires COLD or BLIND Transfers, in that case, the consumer should be informed that he is being transferred over.
– The call center agent should NEVER remain on call, after the call is answered by the screener on the other end.
– The call center agent should not PRESS on the keys for the IVR, on behalf of the consumer. The consumer should press the keys for the IVR.
– As for the Script, wherever specified, that a script has to be followed, please ask for the script, and follow it diligently. If there is nothing mentioned about a script, you can always check with us, if we have a script, if not, you can always create your own script, based on the IVR Tree. You can listen to the IVR Tree, by making a Test Call, from the CRM.
– The Minimum amount of the Invoice should be $250.
– For Monthly Net30 Payments, we want an Invoice, sent by the 20th.
– For Monthly Net15 Payments, we want an Invoice, sent by the 10th.
– For Weekly Net7 Payments, we want an Invoice, sent by Thursday.
– Payments can and will only be made, as per Normal Payment cycle of the campaign, which is when the Clients pay Zen. Zen will only pay the center, once we have received the payment from the client.
– The consumer should not be FORCED or PUSHED. Any such transfers can lead to termination of the Center’s account, for Good.
– If for any reason, you are having issues sending the Caller-ID, please do not make any transfers. Consistently sending calls, without proper Caller-ID can lead to your account being terminated.
– If you cannot transfer the caller id of the consumer, you can always call the consumer, and request the consumer to call into your unique Promo / DID Number, for the said campaign, rather than transferring him.
– Center must use Real Opt-in data. The source page should be integrated with Jornaya or TF API.
– Center must use BLA (Black List Alliance) as API integration module with their Dialer for real-time protection.
– Center must be able to send Jornaya video (claiming Jornaya on Leadid), when requested for by the Buyer.
– Center can’t dial 30+ days old data.
– Center cannot falsify or “Spoof” the caller ID information.
– Zen does not entertain centers who cannot send quality calls. Centers should understand that, clients are paying to get leads to convert them to sales, and if the calls which you send do not convert to sales, no client would continue with the campaign. As an industry standard if 15% of the calls do not convert to sales, no client would continue any campaign. Also, for a call to convert, it should be over 15 minutes. So, if at least 15% of your calls, to any campaign are not over 15 minutes, we would suspend you from that campaign. Also, if you consistently, are being suspended from campaigns, we would SUSPEND you from our Network.