Insights

Notes from acompliance-first floor.

Short, grounded writing on the things that actually move a contact center: pacing, the abandon governor, the agent workspace, PHI discipline and the live command center. No thought leadership, just how the platform works.

BuyingAug 28, 2026· 6 min read

Twelve questions to ask a dialer vendor before you sign

Every demo goes well, because demos are built to. These questions are about the awkward moments instead, and the answers tell you more than any feature list will.

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Two people comparing notes over laptops at a table

A quiet office corridor with glass partitions and empty seating

Operations6 min read

How often should you call the same person?

Retry rules are how a list gets worked properly, and also how a company accidentally harasses someone. The interesting question is never how a dialer retries. It is what stops it.

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An hourglass standing on a bed of pebbles

Compliance5 min read

Calling hours are the customer's, not yours

A nine in the morning call from your desk can be a six in the morning call at the other end. Time zones are the easiest compliance rule to break by accident, and the easiest one for software to enforce.

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A laptop and a desk phone on an office desk in low light

Dialing6 min read

Why your number shows as Spam Likely

Carriers score numbers on behaviour, not intent, and a legitimate campaign can look identical to a bad one. What actually drives the label, what caller ID rotation fixes, and what it cannot.

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A person writing notes at a desk beside a cup of coffee

Operations5 min read

Your reports are only as good as your dispositions

Dispositions are the least glamorous thing on a floor and the foundation of everything you measure. Why they rot, what a good list looks like, and why making them mandatory is worth one unpopular week.

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Office towers seen from street level against an overcast sky

Compliance5 min read

Screening your do-not-call list at import is not enough

A list checked on Monday and dialled on Thursday is three days stale, and the request that arrived on Tuesday is the one that gets you fined. Why the timing of the check matters more than the check itself.

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Compliance6 min read

What an auditor actually asks for

Most teams prepare for an audit by writing policies. Auditors mostly want evidence: show me this call, this change, this person's access. Here is the shape of the questions, and what you need in place to answer them.

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A large open-plan floor of agents working at long desks

Dialing5 min read

How many agents do you need before predictive dialing works?

Predictive pacing is a prediction, and predictions need data. Below roughly five agents there is not enough of it, and the mode that is supposed to make you faster starts making you riskier. Here is where the line sits and what to run underneath it.

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A driver's hand steady on the wheel at dusk

Compliance4 min read

How the 3% governor keeps your abandon rate legal

The FTC caps abandoned calls at 3% per campaign over any 30 day window. Here is what that rule really says, and how TelVox holds the line for you without a supervisor watching the dial.

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Hands holding a phone beside an open laptop

Dialing4 min read

Predictive or progressive: a dialing mode per campaign

The dialer is not one machine with one setting. Here is what predictive, progressive, preview, and manual each do, and how to match the right mode to the list in front of you.

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An agent working at a laptop in an open office

Operations5 min read

Browser-first agents: less to install, less to learn

When the whole agent seat lives in a browser tab, there is almost nothing to set up per machine and far less to teach on day one. Here is why that lowers ramp time and total cost of ownership.

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A dashboard of live performance charts on a screen

Operations4 min read

What real-time supervision changes for QA

Scoring a recording days after the call is the slow way to run quality. Live listen, whisper and barge move coaching into the moment, while sensitive actions stay on the audit trail.

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A hand pressing options on a phone screen

Operations5 min read

Designing an IVR that never dead-ends a caller

A good phone menu routes, enriches and recovers instead of trapping people in a loop. Here is how to design one, using shallow menus, a live data-dip, ACD queues and real fallbacks.

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A clinician in a white coat holding a phone

Compliance5 min read

PHI masking, from the socket to the audit log

Protected health information touches a call platform in more places than most people expect. Here is what PHI means under HIPAA, and how TelVox protects it at every one of those points.

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