Hello all

Does anyone have any experience of outbound IVR in a financial services environment? Clients are approaching me to supply certain types of outbound IVR services in addition to the ones we already provide but I keep coming up against a problem relating to data Protection. How do people manage the need to make sure information is not divulged to a person who answers an automated outbound IVR call but is not the intended recipient of that call, down to the level of not even divulging the intended recipient actually has an account with the organisation. For example, when making automated outbound IVR calls for payment reminders and the customer has opted in to receiving the calls. I have considered and discussed a number of options involving potential ID&V tokens and some initial ambiguity at the beginning of the call but I’m not totally comfortable that they totally meet Ofcom and data protection regulations.

Kind Regards,

Darren Mills