Here’s the Scoop

If you’re in telesales and wondering, “Can I call a customer who’s bought from me before?” the answer is yes—but there are a couple of strings attached. You can reach out to them as long as they haven’t opted out of being contacted, and it’s been no more than 18 months since their last purchase. Sounds simple, right? Let’s break it down.

Photo by Charanjeet Dhiman on Unsplash

What’s the Rule Here?

Telesales, like all sales practices, has rules to keep things fair and respectful. These particular rules about contacting previous customers come from the Telephone Consumer Protection Act (TCPA) and the National Do Not Call Registry.

The TCPA recognizes that businesses may have an established business relationship (EBR) with their customers. This means that if someone’s made a purchase from you, you have the green light to call them—but only under these two key conditions:

1. They Haven’t Opted Out: If a customer has asked you not to call them again (or opted out of future communication in any way), that’s the end of the line. You cannot call them, no matter how recently they bought from you.

2. The 18-Month Rule: You can only contact previous customers within 18 months of their last transaction with you. Once that time window closes, the established business relationship doesn’t hold up anymore.

Why These Rules Exist

The rules around telesales exist to balance your ability to engage with customers and their right to not be bothered. While it’s fair to reach out to someone who’s shown interest in your product or service, there’s also a point where that connection fades—or where a customer explicitly doesn’t want to hear from you.

By following these rules, you’re not just staying compliant with the law; you’re also respecting your customers’ boundaries. Nobody likes feeling spammed, and a well-timed, respectful call is far more likely to lead to a positive conversation than one that feels pushy or intrusive.

How to Stay on the Right Side of the Law

If you’re in telesales, here are some tips to make sure you’re playing by the rules:

1. Check for Opt-Outs: Before picking up the phone, double-check that the customer hasn’t opted out of being contacted. Keeping accurate records is key here.

2. Track the Clock: Know when the customer’s last transaction occurred, and make sure your calls fall within the 18-month window.

3. Respect the Do Not Call Registry: Even if someone’s purchased from you, if they’re on the National Do Not Call Registry and have opted out of receiving calls from you, you can’t call them.

4. Be Transparent: When calling a customer, always identify yourself and your company right away. Transparency builds trust and makes the interaction more professional.

Why Compliance Is a Win-Win

Following the rules isn’t just about avoiding fines or legal trouble (though that’s definitely a big reason!). It’s also about building better relationships with your customers. When they feel like you respect their time and preferences, they’re more likely to engage positively with your brand.

So, can you call a customer who previously purchased from you? Yes—but only if you’re respectful of their opt-out status and keep it within 18 months of their last transaction. Stick to these guidelines, and you’ll have no trouble keeping your telesales strategy both effective and compliant. Happy calling!

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