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Category: PhoneTools

PhoneTools features in your Trialforce org

by Anja Culverhouse in PhoneTools Trialforce December 9, 2025

PhoneTools screens telephone numbers stored in your Salesforce org against the UK Telephone Preference Service (TPS) and corporate TPS (CTPS) databases – helping you to remain compliant with UK data-protection and marketing laws. 

If you haven’t already, get more information on the setup of your Trialforce org by reading the Introduction to your PhoneTools Trialforce org article.

Screening Statuses

Here’s a quick breakdown of the simple screening status PhoneTools provides for each number: 

  • Green – Not Listed   
  • Red – Listed   
  • Blue – Not Screened  
  • Orange – Due for screening  
  • Grey – Excluded from screening (due to a formula field)   

These statuses are displayed in the PhoneTools lightning record page component alongside each of the phone numbers that are configured for screening – additional information is revealed by hovering your mouse over the status icon. 

The status will show as Red – Listed if the number is found in either of the TPS and CTPS databases. This means the Green – Not Listed status represents the number not existing in either of the databases.

PhoneTools will populate a Next Screen Due date 21 days from the initial screening where the status will change to Due for screening to remind you to rescreen all numbers within the 28-day legal requirement. It is recommended to automatically screen records enabling the inbuild functionality. This will process all Not Checked/ Due for screening numbers at a daily time, or for further customisation you can create a Flow to programmatically fire screening. 

The Grey – Excluded from screening status only appears if there is a formula field present and the number does not meet the requirements to be screened with PhoneTools. For example, in the Trialforce org any Lead or Contact record without a UK address will be excluded from screening due to the formula field created.

Record Level Statuses 

Under the Contacts and Leads tabs in the pinned list views, you’ll see a ‘Record Screening Status’ which summarises the screening status for all numbers on that record: 

  • Safe to Call (not listed) – All numbers on the record are considered safe to call as they are not listed. 
  • Caution (partially listed) – The record contains both numbers that aren’t listed as well as numbers that are.  
  • Do Not Call (listed) – All numbers on the record are listed in either database 
  • Not Screened – The record contains phone numbers that have not yet been screened against the configured databases or are excluded. 
  • Error – There is an issue with one or more of the numbers that exist on the record 

These record statuses give you a quick overview. For a detailed breakdown of each status, use the Lightning component inside the record itself. 

What to do on your org

For some introduction tasks to get you acquainted with PhoneTools look at the Tasks to complete on your PhoneTools Trialforce org article. This will guide you through some of the basic features of PhoneTools using the preconfigured Trialforce org, looking at screening records, formula fields and batch screening processes. 

We hope you enjoy exploring PhoneTools and it gives you a clear understanding of how it will help you maintain compliance and manage your phone-based outreach safely and efficiently. If you have any questions or would like further guidance, our team is here to help. 

Introduction to your PhoneTools Trialforce org

by Anja Culverhouse in PhoneTools Trialforce December 1, 2025

The PhoneTools Trialforce org gives you a way to explore all the features of PhoneTools without the needing a custom installation or setup. Use it to evaluate how PhoneTools can help you manage phone number screening against TPS and CTPS databases in your Salesforce environment before committing to a full implementation.  

If you haven’t already, head to the Salesforce AppExchange and sign up for a PhoneTools Trialforce org to get started. 

How the org is set up

When you first log in to your Trialforce org, navigate to the Platform app shown below. You’ll see tabs for Contacts, Leads and PhoneTools Administration. 

We have pre­populated this org with sample Contacts and Leads (including telephone numbers) so you can begin testing right away. Make sure to select List View in the top right of the Contact page, similarly for Leads.

You can see all Contacts by selecting the “Contacts for PhoneTools Testing” list, similarly for Leads.

Feel free to pin these list views for ease, as they include a column for ‘Phone Screening Status’ so you can see immediately which records have been screened.  

We have also created three ‘Favourites’ – sample Contact/Lead records – so you can quickly access representative examples. These are accessed from the top-right of the screen in the dropdown next to the favourites star.  

Record Pages

When you open a Contact or Lead record, you’ll find the PhoneTools Lightning component in the top-right of the page.

Below the PhoneTools component are two information blocks that explain: 

  • How the PhoneTools component works, 
  • How the formula field is used to determine whether the record should be screened. 

The PhoneTools features are outlined in these information blocks, but if you would like an in-depth explanation take a look at the PhoneTools Features in your Trialforce org article.

PhoneTools Administration Tab

The PhoneTools Administration tab takes you to a Configuration sub-tab. You can see all the objects and fields where PhoneTools screening is enabled. There is also a reference to a custom formula field which provides exclusion from screening for records that meet given criterion.

There is also a Screening page (found along the top options) where you can set up scheduled or batch phone number screening jobs, along with viewing screening settings and credits.

Finally, there is a Help & Support page with links and FAQs. 

What to do in your org

For some introduction tasks to get you acquainted with PhoneTools look at the Tasks to complete on your PhoneTools Trialforce org article. This will guide you through some of the basic features of PhoneTools using the preconfigured Trialforce org – looking at screening records, formula fields and batch screening processes. 

We hope you enjoy exploring PhoneTools and it gives you a clear understanding of how it will help you maintain compliance and manage your phone-based outreach safely and efficiently. If you have any questions or would like further guidance, our team is here to help. 

Tasks to complete in your PhoneTools Trialforce org

by Anja Culverhouse in PhoneTools Trialforce

Now you have installed the PhoneTools Trialforce org, have a go at the following tasks to get to know the product using our preconfigured data. 

If you haven’t already, get more information on the setup of your Trialforce org by reading the Introduction to your PhoneTools Trialforce org article.

Task 1: Test the screening on record pages 

For this task find and click the Contact Leanne Tomlin from the favourites bookmark in the top right corner of the screen. 

In the PhoneTools Lightning Component located in the top right of the record page you can see the screening status for both Mobile and Business Phone numbers. 

For more information on screening statuses, take a look at PhoneTools features in your Trialforce org.

  • Hover over the blue icons to see the current screening status. 
  • Press Screen in top right corner of the component to screen both numbers. 
  • Now hover over the icons again to see the new screening results. 

You will see that the Mobile Phone number is ‘Not Listed’ on either TPS or CTPS databases so is safe to call. The Business Phone number is marked as ‘Listed’, and by hovering the mouse you can see it is not listed on the TPS database but it is listed on the CTPS database. 

Now try this out for the Lead Jim Steele, which can also be found under the favourites bookmark.  

  • Repeat the previous steps on the Phone number: look at the screening status, press Screen, then look at the new screening status. 

You will see that this number is marked as ‘Listed’, where it is found on the TPS database but not the CTPS. 

  • Edit the record by changing the phone number to 07700 900123. 
  • Notice what changing the number has done to the screening status. 
  • Now click Screen on the record and check the new status. 

Adding or updating a number will automatically reset the screening status to ‘Not Screened’ so it will need to be screened again. 

Task 2: Testing the formula field 

Details on the formula field used in the Trialforce org can be found in the “PhoneTools Formula Field” information block along the right side of the record page. 

For this task, find and click the Lead Andy Smith in the favourites bookmark. 

  • Notice the screening status for this Phone number is Excluded from screening and hover over the icon to see a Next Screen Due field is not relevant in this case. 
  • What happens when you press Screen? 

You will notice that the component will not screen numbers which are excluded so the status will remain unchanged. 

The Phone number in Andy Smith’s record is excluded because of the formula field placed on the Lead Phone in this org.

For the purpose of seeing how a formula field works, we are going to change this Lead to comply with the PhoneTools formula conditions in place:

  • Edit the Lead Address Country to United Kingdom. 
  • See how the screening status has changed. 
  • Now press Screen and look at the new screening status.

After Screening, the Phone number is shown as ‘Not Listed’ (this makes sense as is not a UK number), the formula had saved an unnecessary screening of a non-UK number which would not have been on the TPS or CTPS databases. 

Task 3: Batch phone screening 

For this task you will have a brief look at how batch phone screening can be implemented, and test this on the Contact and Lead phone numbers preconfigured in the org. 

  • Go to the PhoneTools Administration tab.
  • Select the Screening tab along the top of the page. 

In a production org when you want to automate screening of numbers – you can set up a ‘Scheduled Screening’ which will process all ‘Not Screened’ or ‘Due for Screening’ numbers at a daily time. 

For now we will test an immediate batch job – useful if lots of new numbers have been added to your org at once. 

  • It is good practice to check the count first to see how many numbers are due for screening: press Calculate Now next to Screening Count. 
  • The Screening Count now shows you each object with the relative Qualifying numbers and Due numbers. 

The Due number indicates how many numbers would be processed if a batch screening job was run.  

You will notice that the Due number is lower than the Qualifying, this is because you have already screened some numbers in the org, so they do not need to be screened again until 21 days have passed. 

To start the batch job and screen all the Due phone numbers:

  • Next to Batch Screening select Screen Now 
  • This will show you the Object and related Processed jobs in real time throughout the batch job, ending with the Total job count and showing any errors and further details. 

At the end you will see that credits remaining, shown at the bottom of the page, has decreased from the original 250.  

Look through the Contact and Lead tabs to see the new screening statuses of all the records. Where the record still says ‘Not Screened’, view it to check that specific Contact/Lead is excluded from screening by the formula field. 

Note: for easy viewing select List View in the top right and then choose “{Object} for PhoneTools Testing” and pin this list – as this includes the Phone Screening Status in the list view.

For further exploration of the tool, feel free to add your own Contacts or Leads and play around with all of the features. 

PhoneTools 3.0 Status Changes

by Baibhavi Karki in News PhoneTools November 4, 2024

With the release of PhoneTools 3.0 comes changes to the PhoneTools status icons and colours. This change removes ambiguities and provides additional clarity at a glance. 

Not listed  

The ‘Not listed’ status indicates: 

  • The number has been screened and does not exist on the databases screened against.  
  • The Next Screen Due date in the future. 

Changes: The status has changed from a tick on a green background to a phone icon on a green background. 

Listed

The ‘Listed’ status indicates: 

  • The number has been screened and exists on a database screened against.
  • The Next Screen Due date in the future. 

Changes: The status has changed from a cross on a red background to a phone with a strikethrough icon on a red background. 

Not yet screened or overdue 

The ‘Not yet screened or overdue’ status indicates:  

  • The Next Screen Due date is in the past, or empty. 
  • The record needs screening to provide a valid result. 

Changes: ‘Not yet screened’, previously represented by a question mark on an amber background, and ‘Overdue’, previously represented by a clock on an amber background, have now been changed to a refresh icon on a blue background. These statuses have been merged because as the action for the user is the same (i.e. submit the record for screening to provide a valid result). 

Error 

The ‘Error’ status indicates: 

  • There was an issue with the number (i.e. a bad number), or an issue with the screening job (i.e. the org has run out of screening lookup). 
  • The issue needs to be resolved to provide a valid result. 

Changes: The status has changed from a cross on a red background to an exclamation mark on a yellow background. 

Excluded from Screening

The ‘Excluded from screening’ (formerly ‘Not required’)status indicates: 

  • The org is configured with a formula rule for establishing whether the record should be screened. The status indicates that the record does not meet the requirements for screening.

Changes: The icon has remained the same however the prompt text has changed from ‘Not required’ to ‘Excluded from screening’.

To learn more about what’s new in PhoneTools 3.0, please refer to: Link

How to upgrade 

Upgrade to PhoneTools 3.0 now! 

Simply install the latest package from the Salesforce AppExchange to access these latest features. 

Upgrade now

Start using PhoneTools for free 

If you aren’t using PhoneTools already, you can get started with all the latest features for free! Screen your phone numbers on up to 250 records each month against the TPS and CTPS lists at no cost. 

Start screening

Introducing PhoneTools 3.0: improved UI, new traffic light icons and smoother setup

by Baibhavi Karki in News PhoneTools PhoneTools History

Please note: To leverage the new features, your org must have PhoneTools installed from the Salesforce AppExchange. 

We’re always striving to improve our solutions for you, and we’re excited to bring you a new release. Introducing PhoneTools 3.0!  We have been hard at work enhancing the solution with additional functionality to improve your user experience and up your phone number screening game against the Telephone Preference Service (TPS) and Corporate Telephone Preference Service (CTPS).   

Here are the key updates that we will cover in this article: 

  • Introducing new traffic light colours and icons: enhancing status clarity 
  • Improved UI: sleeker design and enhanced functionality   
  • Quality of life enhancements: smoother setup and user experience   
  • Release notes  
  • How to upgrade 

Let’s dive in! 

Introducing new traffic light colours and icons: enhancing status clarity 

  • Updated traffic light icons to reflect a clearer status for each phone number 
  • Introduction of new status indicators to streamline understanding 
  • Revised existing icons to eliminate ambiguity and reduce the need for additional actions 

Benefit: Greater transparency and efficiency 

The overhaul of traffic light icons in PhoneTools 3.0 offers a more intuitive way to assess the status of phone numbers at a glance. By clarifying and updating these icons, users can now quickly and accurately understand each number’s status without needing extra steps, leading to more efficient workflows. 

To see the full list of changes in the icon statuses and their meaning, please refer to: Link

Improved UI: sleeker design and enhanced functionality 

  • Updated header and card design on the PhoneTools component for a more coherent appearance
  • “Screen Phone Numbers” button relocated to the header of the component and renamed to “Screen”
  • Next Screen Due date format now aligns with user’s locale settings for consistency 
  • Introduction of telephone hyperlinks for screened numbers not in databases,  allowing desktop diallers to quickly dial from their desktop applications and speed up their outbound processes 

Benefit: Enhanced visual appeal and increased efficiency 

The recent updates to PhoneTools deliver a more polished and cohesive design, making the interface visually appealing and easier to navigate. By aligning date formats with user locales and introducing telephone hyperlinks, we’ve streamlined the process for outbound calls, enabling faster and more efficient communication. 

Quality of life enhancements: smoother setup and user experience

  • Retirement of legacy features to simplify setup and reduce complexity 
  • Minor improvements to the administration page for easier navigation 

Benefit: Streamlined setup and improved intuitiveness for users 

The latest release brings significant quality of life enhancements to PhoneTools. By removing outdated features and improving the administration page, we’ve simplified the setup process, making it easier for new users to get started. These changes reduce obstacles and streamline system management, resulting in a hassle-free experience for all users. 

Release notes 

To see the full list of enhancements and improvements, please refer to the Release Note.

How to upgrade 

Upgrade to PhoneTools 3.0 now! 

Before upgrading to version 3.0, you will be required to install version 2.10 [Bridge]. You can find the relevent installation links next to the version in the release history.

Once version 2.10 [Bridge] is installed, simply install the latest package from the Salesforce AppExchange to access these latest features. 

Upgrade now

Start using PhoneTools for free

If you aren’t using PhoneTools already, you can get started with all the latest features for free! Screen your phone numbers on up to 250 records each month against the TPS and CTPS lists at no cost. 

Start screening

 

How to cold call at scale, compliantly

by Baibhavi Karki in News PhoneTools October 30, 2024

This cold calling series is written in partnership between ProvenWorks and RocketPhone.Ai

This article is not intended as legal advice. This is guidance that discusses specific tools which, when used correctly, can form part of a solution to ensure compliance. For legal advice, consult a qualified legal practitioner. 

Cold calling remains a powerful tool for sales teams to connect with potential customers but scaling up this strategy while ensuring compliance with regulations can be a daunting task. Fortunately, for Salesforce users, navigating these complexities is made easier with a range of tools available on AppExchange. In this final part of the series, we’ll explore some of the must-have tools to help you make cold calls through Salesforce in a compliant way, ensuring both effectiveness and adherence to regulations. 

Salesforce ISVs and compliance

The Salesforce AppExchange is a thriving marketplace offering a diverse range of solutions designed to enhance the functionality and capabilities of Salesforce. What makes AppExchange particularly valuable is its vast selection of products tailored to niche requirements, such as compliance. Whether you’re looking for solutions to streamline TPS and CTPS screening or sophisticated AI-powered tools to ensure GDPR and FCA compliance, AppExchange provides a curated selection of trusted solutions to meet your unique needs.  

PhoneTools: TPS and CTPS screening in Salesforce

Our first solution is, PhoneTools by ProvenWorks, a native solution for Salesforce that enables you to automatically and manually screen phone numbers against the Telephone Preference Service (TPS) and the Corporate Telephone Preference Service (CTPS).  

PhoneTools provides instant feedback within Salesforce, letting sales reps know if a number is safe to call. To streamline your workflow, schedule automatic screening or use a formula field to target only numbers requiring checks. Plus, it’s completely free if you are screening less than 250 records a month.

By automating this process, PhoneTools helps sales teams stay compliant with PECR regulations, minimising the risk of calling numbers registered on these preference lists. With PhoneTools, you can focus on making meaningful connections with prospects while ensuring regulatory compliance effortlessly. 

With PhoneTools 3.0, its latest release, it has introduced a refreshed user experience with sleeker design and enhanced functionality, including updated traffic light icons for clearer status indicators, a smoother setup process, and convenient telephone hyperlinks for faster dialling. This upgrade makes it easier than ever to manage compliance and enhance call workflows in Salesforce.

You can get started for free here

RocketPhone: Leading Salesforce CTI with compliance features

RocketPhone emerges as a leading Salesforce Computer Telephony Integration (CTI) solution, leveraging AI to optimise phone-based sales operations while ensuring compliance with regulations such as GDPR, Ofcom, and FCA. Beyond serving as a robust phone system for Salesforce, RocketPhone offers a suite of compliance tools to enhance your sales processes.  

Firstly, its AI bookmarking feature listens to conversations to detect marketing consent, automatically updating GDPR preferences in Salesforce and blocking calls to prospects marked as “do not call.”  

Secondly, RocketPhone employs smart progressive dialling to prevent breaches of Ofcom’s rules on silent calls.  

Lastly, its proprietary voice AI models can identify signs of vulnerability in conversations, alerting agents to avoid inadvertently mis-selling and ensuring compliance with FCA consumer duty regulations. 

You can get started with a demo

Call scripts: Ensure phone compliance with Salesforce’s native scripting tool

Sales Engagement (formerly known as High Velocity Sales) in Salesforce offers call scripts as a powerful feature designed to help cold callers follow a predetermined and compliant script. These call scripts provide sales representatives with structured guidance and prompts during customer interactions, ensuring consistency, efficiency, and compliance.  

Call scripts ensure that sales reps deliver consistent and accurate information to customers, minimising the risk of inadvertently providing misleading or incorrect details that could lead to compliance issues. Scripts can be built to include specific language and disclosures required by regulatory bodies such as GDPR, FCC, or FCA.  

With the right tools at your disposal, cold calling at a scale through Salesforce can be both an effective and compliant strategy. By leveraging the power of the Salesforce and integrating solutions like PhoneTools and RocketPhone, you can ensure your sales team stays on the right side of regulations while maximising their outreach and building valuable connections with potential customers. 

This concludes our cold calling series, covering why cold calling is essential for your business strategy, how to remain compliant when calling in the UK and finally scaling your business with cold calling. We hope you enjoyed the series and will utilise the knowledge provided to improve your cold calling strategy. 

Ready to start your research to optimise your cold calling processes? Check out our 5 tips for choosing a solution on the Salesforce AppExchange 

 

Why your business should consider cold calling

by Baibhavi Karki in News PhoneTools September 27, 2024

This cold calling series is written in partnership with RocketPhone.AI

This article is not intended as legal advice. This is guidance that discusses specific tools which, when used correctly, can form part of a solution to ensure compliance. For legal advice, consult a qualified legal practitioner. 

Is cold calling dead? In a fast-paced world dominated by digital communication, one may question its relevance today. In the second part of our three-part series on cold calling, in partnership with RocketPhone.ai, we are dialling into the cold calling space within Salesforce, exploring strategy and lead generation within modern sales and marketing. 

What is cold calling?

Cold calling is a traditional outbound sales tactic used by a salesperson to make an unsolicited “cold” call to a potential customer to increase awareness and engagement for a product or service their company offers. Despite its reputation as “outdated” and its seemingly intrusive approach to sales and marketing, we will uncover why incorporating cold calling into your business strategy is essential.  

Why is cold calling vital for your business strategy?

Proactive accurate results

Cold calling, despite its modest 4.8% success rate of turning cold leads to warm prospects Cognism (2023), remains a centre piece of effective lead generation for your business. While the statistics might raise scepticism around its viability, this is mainly due to the approach with which people cold call, shoving ‘sell’ in a prospect’s face resulting in a negative interaction. Therefore, it’s important to understand the broader concept to understand why your business should be cold calling, looking beyond the act of rapidly dialling numbers in the hopes of lead generation. 

As stated by Salesforce, “You may find a prospect who is a good match for your product or service, however they may not necessarily be receptive” Salesforce (n.d.). In other words, a potential fit does not guarantee an open door. Cold calling’s proactive nature offers a direct avenue to understand the prospect’s interest rather than waiting for a passive response via email. The systematic strategy can be tailored for each prospective customer, providing personalised interactions to address pain points directly, with the goal of effective lead generation. 

Improved flexibility and scalability

Additionally, the flexibility cold calling offers is crucial in adapting to the changing needs of the market. With cold calling, your sales team can quickly adjust their strategies based on feedback and results, ensuring they can capitalise on emerging opportunities. Moreover, scalability is equally important, to reach your growth targets. Cold calling offers a scalable solution that can be scaled up or down to meet your needs and objectives. Whether you are aiming to penetrate new markets with your solution, or expand existing customer bases, cold calling offers the flexibility and scalability to ramp up your outreach efforts efficiently.  

Keeping on top of customer behaviour

Think of cold calling like casting a net over a sea of potential clients and bringing them closer with curiosity and opportunity. With each connection made with a prospect, you capture more than just leads, you also gain insight into the market’s needs, trends and preferences. This data is particularly important in understanding customer demands and desires, helping you tailor your business strategy and tweak your products with solutions and value propositions to meet the needs of the market effectively. 

Tips on when to cold call

The aim of cold calling is to reach your prospects directly, therefore it’s critical that you call at the right time. Whilst we can’t give you a definitive best time to call as it depends on your ideal customer’s profile, we can offer you some tips and tricks to get the most out of each dial.  

It goes without saying but avoid calling when the prospect is out of hours, which includes bank holidays and weekends, as the only person you will be greeted by is the robotic voice on the answering machine. It’s best practice to call within the prospect’s working hours but not too early as it’s likely they will have other priorities. According to data gathered by PhoneBurner(2022), the best time to call is before lunch or towards the end of the day (10am – 11am & 3 – 5pm), as this is when they will be rounding up tasks, increasing the likelihood of engaging in conversation with you.  

Cold calling solutions

Staying up to date with the latest technological advancements and industry trends is crucial in maximising the effectiveness of your cold call endeavours. Fortunately, there are plenty of Independent Software Vendors (ISV’s) on the Salesforce AppExchange to help you maximise your cold calling efforts. One of the solutions include: 

RocketPhone by RocketPhone.AI: Monitor conversations in real-time

Deploy a cloud phone system that features embedded AI to listen to customer conversations in real-time. Remove call-related admin and spot compliance issues before they escalate. Learn more about RocketPhone here.

In conclusion, despite the ever-evolving landscape of sales and marketing, cold calling continues to prove its relevance as a tool for outbound lead generation given its proactive nature, flexibility and ability to provide market data that helps you refine your strategies. 

As we have explored, leveraging cold calling requires you to stay informed about market dynamics, employing a personal approach to prospects and utilising technical solutions to remain compliant and efficient. By embracing these strategies, you can enhance your outreach efforts.  

In the next part of our series, we’ll explore strategies for cold calling at scale compliantly, ensuring your telemarketing efforts are both effective and ethical. Stay tuned! 

Compliance issues to look out for when cold calling in the UK

by Baibhavi Karki in News PhoneTools September 4, 2024

This cold calling series is written in partnership between ProvenWorks and RocketPhone.Ai

This article is not intended as legal advice. This is guidance that discusses specific tools which, when used correctly, can form part of a solution to ensure compliance. For legal advice, consult a qualified legal practitioner. 

Cold calling, done right, can be a highly effective way to reach potential customers. However, it’s also one of the most highly regulated forms of outreach. Therefore, it’s essential to navigate the regulatory landscape carefully to avoid costly fines and damage to your reputation (and in some cases, even jail time). In the UK, there are specific regulations governing all areas of cold calling practices, from how you obtain data, what you say and how you store information. These regulations are aimed at protecting consumers and ensuring fair business practices. Let’s explore these regulations and the potential consequences of breaching them.

Regulations for cold calling in the UK

When making cold calls in the UK, there are multiple national and international regulations that need to be considered. These include, the Information Commissioner’s Office (ICO), GDPR, Financial Conduct Authority and Ofcom.

The Telephone Preference Service (TPS) and Corporate Telephone Service (CTPS)

The Telephone Preference Service (TPS) and Corporate Telephone Preference Service (CTPS) allow individuals and businesses to opt out of receiving cold calls. The TPS is a free service that currently contains over 17 million UK phone numbers. Therefore, it’s crucial to screen your calling lists at least every 28 days against these databases to ensure compliance. Ignoring TPS and CTPS registrations is illegal and can result in significant fines of up to £500,000 from regulatory bodies such as the Information Commissioner’s Office (ICO).

UK General Data Protection Regulation (GDPR)

Under the UK General Data Protection Regulation (GDPR), businesses must obtain explicit consent from individuals before contacting them for marketing purposes or have reasonable justification that they are contacting them with legitimate interest. Consent must be freely given, specific, informed, and unambiguous for areas such as recording phone conversations. GDPR also mandates that individuals have the right to opt out of further communications, at which point all further marketing communication must cease. Failure to comply with GDPR can result in severe penalties, including fines of up to €20 million or 4% of annual global turnover, whichever is higher GDPR (2018).

Financial Conduct Authority (FCA) – protecting vulnerable customers

The FCA has a keen focus on protecting those who may be classed as vulnerable from being mis-sold to. Businesses must take extra care when cold calling vulnerable customers, such as the elderly or those with mental health issues. Mis-selling on the phone to vulnerable customers can have serious consequences, including legal action and damage to your brand’s reputation. It’s essential to train staff to recognise and handle vulnerable customers sensitively and ethically. Fines implemented by the FCA can reach into the £10’s of millions FCA (2021).

Ofcom and silent call rates

Cold calling through an automated calling or dialler technology, is widely used for outbound sales and telemarketing campaigns. However, in the UK, it is important to adhere to the regulations set by Ofcom. Silent calls occur when someone answers the phone but hears silence on the other end. This could be caused by calls being abandoned or connected but an agent does not speak or is on mute. Ofcom’s regulations state that the target for dropped calls (abandoned calls) should be 0%, not the previously misunderstood 3%. Despite Ofcom’s clarification, many people in the industry still think the 3% rule applies – and some even run their diallers with 3% in mind. Some suppliers of dialler solutions even promote the fact they are (falsely) compliant by ensuring a 3% maximum rate. The consequences of being a repeat offender however is severe. Ofcom may take enforcement action, including fining the caller up to £2 million Ofcom (2020).

Consequences of breaching regulations when cold calling

As outlined above, the potential financial consequences of breaching cold calling regulations can be severe. But it’s often the negative publicity resulting from regulatory breaches that can have even longer-lasting effects on brand perception and customer loyalty. Additionally, legal action from affected individuals or class-action lawsuits can significantly worsen any financial liabilities.

Cold calling at scale, compliantly

Whilst the debate about the value of cold calling goes on, the importance of abiding by laws and regulations is undisputed. Consequently, understanding and adhering to cold calling regulations is crucial for businesses seeking to engage in cold calling. By complying with regulations such as TPS, GDPR, and FCA Consumer Duty Rules and taking steps to protect vulnerable customers, businesses can mitigate risks and build trust with consumers. There are plenty of Independent Software Vendors (ISV’s) on the Salesforce AppExchange that help ensure compliance. One of the effective solutions include:

PhoneTools by ProvenWorks: ensure UK compliance 

Maintain compliance with UK data privacy laws by screening your phone numbers against the Telephone Preference Service (TPS) and Corporate Telephone Preference Service (CTPS) databases. PhoneTools is a solution available on the Salesforce AppExchange that enables individuals and businesses to opt out of receiving cold calls. This simple, well-integrated AppExchange solution lets you run instant reports and include screening status in your outbound call queue, ensuring seamless compliance.

Contacting someone registered with TPS or CTPS is likely to upset them, damaging your brand’s reputation, and poses a significant legal risk. Failure to do so risks significant repetitional damage and hefty fines from the ICO.

Learn more about PhoneTools here

Join us in our next blog, where we dive deep into the world of cold calling and reveal how it can be a game-changer for your business. Don’t miss out on insights that could transform your sales approach!

RocketPhone.ai streamlines outbound sales compliance with PhoneTools 

by Baibhavi Karki in PhoneTools Success Stories August 5, 2024

“From a regulatory point of view, a large part of our outbound sales motion involves calling prospects who we haven’t spoken to before. Without PhoneTools, we would have no idea who has registered themselves on the TPS and we could risk serious fines.” 

– Sam Gillingham, Marketing Director & Co-Founder, RocketPhone.ai 

About RocketPhone.ai 

RocketPhone.ai is a leading voice platform for Salesforce, enabling businesses to capture, analyse and action conversations across their organisation. From contact centres and inside sales to field sales and service teams, RocketPhone.ai empowers businesses to maximise their communication strategies. 

Cold calling compliance

💡 If your organisation makes unsolicited live sales and marketing calls to UK numbers, you are legally obliged to screen these phone numbers against the Telephone Preference Service (TPS). Failure to do so can harm your company’s reputation and result in fines of up to £500,000 from the Information Commissioner’s Office (ICO). 

The TPS is the UK’s only official ‘Do Not Call’ register for landline and mobile numbers, allowing people and businesses to opt out of unsolicited calls. This free service currently contains millions of UK phone numbers, with a separate register for businesses called the Corporate Telephone Preference Service (CTPS). It is illegal to call any number registered with the TPS or CTPS without explicit consent, or unless the call meets specific criteria. 

For more info: Here are the 5 things you need to know about the Telephone Preference Service (TPS). 

The challenge for RocketPhone.ai

RocketPhone.ai makes outbound sales and marketing calls to new prospects and discovered they needed a screening solution for the Corporate Telephone Preference Service to stay compliant with UK privacy law. They needed a quick-to-install, easy-to-use solution that demanded minimal user training. 

Discovering PhoneTools 

RocketPhone.ai found PhoneTools on the Salesforce AppExchange and they were impressed by its seamless integration with Salesforce. This solution aligned with their goal of starting to screen numbers as quickly as possible, with the bonus of keeping the process inside Salesforce. PhoneTools offers a simple component that can be added to any Salesforce object to quickly show users if phone numbers appear on the TPS or CTPS databases. 

Implementing PhoneTools 

“Installation was straightforward and training users took no time at all. Quite literally our internal users were trained on PhoneTools in under a minute.” 

– Sam Gillingham, Marketing Director & Co-Founder of RocketPhone.ai 

The PhoneTools traffic light UI clearly indicates the status of each phone number, making it easy for sales reps to identify whether a number is safe to call. 

Efficient compliance and seamless integration 

RocketPhone.ai’s team quickly adapted to using PhoneTools, appreciating the manual and automated functionality the solution offers to ensure numbers are screened before calls are made. The solution integrates neatly with Salesforce and their own CTI solution RocketPhone.ai, meaning their internal users can see the phone number’s status and be alerted before calls are placed, without any additional steps in their sales process.

See how PhoneTools works with RocketPhone.ai’s Salesforce CTI >>

The impact of PhoneTools

Since implementing PhoneTools, RocketPhone.ai has screened over 2000 contacts in just two months. This proactive approach has enabled them to avoid significant fines and stay compliant with UK privacy law.  

Cost/benefit analysis 

Compliance with PECR (Privacy and Electronic Communications Regulations) is essential for avoiding ICO (Information Commissioner’s Office) fines, which can reach up to £500,000. RocketPhone.ai started out using PhoneTools Free, which enabled them to screen 250 records monthly at no cost. 

As their outbound sales motion scaled, RocketPhone.ai moved to purchasing more credits to screen more records. Given the cost-effective nature of PhoneTools, RocketPhone.ai found it to be an invaluable investment for ensuring compliance. The minimal monthly expense is justified by the significant risk mitigation it provides. 

As Sam Gillingham puts it: 

“You need to get PhoneTools ASAP – why would you want to risk your business £500k?” 

Why RocketPhone.ai recommends ProvenWorks 

PhoneTools is not only easy to install and maintain but also delivers a clean and cost-effective method for TPS and CTPS screening. Plus the support ProvenWorks offers customers is best in class.

“Very personal, very accommodating and very helpful. Much nicer than other software which involves self-service or bots. I like working with humans!”

– Sam Gillingham, Marketing Director & Co-Founder of RocketPhone.ai 

Get compliant with PhoneTools for free 

Whether you’re making live unsolicited sales and marketing calls to businesses or individuals in the UK, it’s vital to screen your phone numbers against the Telephone Preference Service. PhoneTools offers a seamless, in-Salesforce solution for staying compliant. 

Start screening up to 250 records monthly with PhoneTools Free today.

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Free TPS and CTPS screening with PhoneTools

by Ruth Cawdron in News PhoneTools February 13, 2024

ProvenWorks is excited to announce a new addition to our product line-up. Introducing PhoneTools Free, our free TPS and CTPS screening solution for businesses making cold calls to UK phone numbers!

Screen your numbers against the UK Telephone Preference Service (TPS) lists for free 

With PhoneTools Free, screen up to 250 Salesforce records monthly using our quick-to-deploy TPS and CTPS screening solution –  all completely free.  

💡 If your organisation is making unsolicited live sales and marketing calls to UK numbers, you are legally required to screen these phone numbers against the Telephone Preference Service. Avoid the risk of fines of up to £500,000 by starting to screen for free today! Here are the 5 things you need to know about the Telephone Preference Service (TPS).

Screen your numbers against the UK Telephone Preference Services (TPS) lists for free

🚦 A traffic light system for TPS success  

Say goodbye to compliance headaches with our user-friendly traffic light component that sits right on the Salesforce record. Green means go, and red means no! Make calls confidently, knowing your sales and marketing teams can stay compliant and screen numbers on the fly efficiently.

🤖 Automate your TPS screening  

We understand the value of your time and that’s why we’ve made TPS screening as hassle free as possible. As well as screening records manually, set up automated and batch screenings to suit your schedule, saving you time for what matters most – growing your business.

🚀 Easy set up  

PhoneTools Free is quick to install and easy to deploy. Keep your TPS screening within Salesforce and start your free TPS screening today!

🤝 Free support 

Our dedicated five-star support team is ready to assist you at every step, ensuring a smooth implementation of this powerful screening tool.

Get PhoneTools Free

🔗 Screen up to 250 Salesforce records against the TPS monthly with PhoneTools Free. Start screening today by installing PhoneTools from the Salesforce AppExchange!

Get it now

Screening more than 250 records?

Are your cold calling demands bigger? Check out PhoneTools Premium to see how we can screen larger volumes of records against the Telephone Preference Service.