Telemarketing Rules in Singapore that you Should Know

Telemarketing has long been an influential tool used by businesses to connect with potential clients. As much as it is efficient, precautionary measures should be taken to ensure compliance, adherence to regulations, and build trust with target customers – and this means trodding the legal landscape with utmost care.

But, first things first: What is telemarketing?

Telemarketing pertains to the direct way of advertising where a sales rep contacts prospects through various channels like phone, email, or other methods through the internet to market a product or service.

In a bustling city like Singapore, personal space is a valuable commodity that even the slightest annoyance can bring frustrations-which makes it an unsurprising fact that over 67,000 consumers eagerly signed up for the Do Not Call (DNC) registry within just 18 hours of its launch.

The Singaporean government has set up a robust system to safeguard consumers against unsolicited calls and promote fair and transparent telemarketing practices. Adhering to these rules is essential for legal compliance, amiable customer experiences, and lasting relationships. These specific guidelines ensure that telemarketing activities are respectful, compliant, and effective.

Whether you’re a marketer, a business owner, or a consumer, this blog serves as a comprehensive guide for you to smoothly navigate the legal landscape, protect your business, and foster strong and trusting relationships with your customers. Moving forward, here’s what you need to know:

Telemarketers are rampant not only in the US but also in Singapore and all over the world. Many Singaporeans don’t like getting telephone calls from telemarketers advertising different products and services. That is why some Singaporeans decided to register on the Do Not Call (DNC) Registry.

This gives you the option to opt out of marketing messages (including promotions or advertisements of goods and services) that are addressed to your Singapore phone number. Signing up for this registry gives you more control over what types of messages you receive on your mobile phone, telephone, or fax machine.

The DNC was officially launched in December 2013 to protect customer data from annoying telemarketers who disturb them while they’re busy at work because their numbers will be excluded from a calling list.

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Here are the Singapore telemarketing rules, as outlined by the CCAS (Contact Centre Association of Singapore), that you need to be aware of:

Know when to call the right person at the right time.

Telemarketing calls must only be done on the hours mentioned above, except with the express prior consent of the called party. Reach the right person at the right time when there’s a higher chance of getting hold of your prospects and conversion rates are at their most optimal, leading to a higher percentage of successful calls. And because of the restrictions, Callbox has to improvise a tool. 

Provide proper Identification.

During an outbound call, the telemarketer must identify herself, state the name of the company they are calling on behalf of, and the purpose of her call.

Supply information upon the request of the party being called.

If the call recipient requested the following information, telemarketers must provide the information.

• The telemarketer’s name and contact details
• The name of the telemarketer’s supervisor
• The name of the organization the telemarketer is calling on behalf with
• The nature of the business of the organization
• Source of the prospect’s contact information (if available)

Do not Call List

All prospects registered in a “Do Not Call” list must not be contacted and advertised for various products and services. When someone asked you to take them off your calling list, the telemarketer must update and maintain his/her records on a regular basis. The prospect being placed on a “Do not call” list must remain on the list for at least a year. After which, telemarketers can call them again. However, when asked to be put on a “Do not call” list again, must be included in the list of companies who wishes not to receive any telemarketing calls.

PDPC (Personal Data Protection Commission) chairman Leong Keng Thai said:

“Telemarketers looking to promote their products or services to individuals with Singapore telephone numbers must abide by the DNC provisions. It is a frustrating experience for individuals who have registered their numbers with the DNC registry to continue receiving unsolicited telemarketing messages, and the PDPC will take enforcement action against those who continue to ignore the rules.”

All telemarketers must abide by these rules especially if your target area is within Singapore. Be considerate of your prospect’s time and respect them by providing information upon the request of the party being called.

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FOR BUSINESSES: Things to note about the DNC registry

1. DNC Compliance: Before contacting a client or a prospect, ALWAYS make sure that their numbers aren’t listed in the DNC registry. The policy still applies regardless of whether you have outsourced a telemarketing company. Any attempt to send a marketing communication to a contact that’s listed in the DNC will subject you to a fine of no less than $10,000.

2. Duration of Verified Call List: You are only allowed to use your verified call list for a maximum of 60 days In the first six months of your telemarketing campaign’s launch. This will be decreased to 30 days after the said period.

3. Types of Exempted Messages: DNC registry violations only apply when you send marketing messages. All others are exempted, including messages confirming a transaction, warranty messages, safety or security information, survey messages, pure market research, and messages containing a consumer’s account balance information.

4. No Anonymous Calls Allowed: Making anonymous or unidentified calls is strictly prohibited. It is therefore required to identify yourself properly when making a call.

5. Consumer Consent Validity: Consumer consent for receiving marketing messages from your business is considered invalid if it was obtained using misleading or deceptive data or if it was given under unjustifiable circumstances.

Check out our Latest Blog: Cold Calling: How to Do it Right in 2023 

Outsourcing to a strong lead gen services provider in the APAC

Establishing and scaling your B2B business in Singapore can be challenging due to stringent telemarketing regulations. However, those who are aiming to promote their products and services to customers using Singapore numbers can still successfully penetrate the market. One efficient solution to consider is outsourcing to a lead generation services provider that has a strong foothold in Singapore, such as Callbox.

Singapore’s telemarketing regulations are a complex landscape to navigate, but with Callbox’s expertise and deep understanding of the local compliance requirements, you can stay on the good side of the law and maximize the potential of the market without harming your business. 

Callbox has been the premier telemarketing lead generation services provider in Singapore and APAC, helping businesses acquire valuable leads and grow since 2004. With our expertise in telemarketing and appointment setting services, combined with multi-touch multi-channel strategy and AI-powered tools, we enable your business to reach, acquire, and follow up with your target prospects and convert them into clients.

Our APAC region-centered expertise provides valuable insights into market dynamics, customer preferences, and an understanding of cultural nuances and business practices in Singapore, ensuring effective target telemarketing strategies.

Aside from your telemarketing needs, Callbox can also empower your business in events marketing and database solutions. 

You can avail of our services with flexible and tailored pricing according to your business needs (request for pricing).

We understand that navigating legal rules for your sales calls can be intimidating, but Callbox is here to help you. Partner with us!