Blacklists - RVV ("Recht van Verzet")

The RVV ("Recht van Verzet") service, formerly known as BMNR (" Bel me niet register "), is a mandatory Dutch blacklisting service. This article discusses how to integrate its use into LeadDesk. 

If you're looking for background information on the RVV itself, please review these articles on their website (in Dutch): link 1, link 2.

How it works

LeadDesk can provide you with an integration that guides your customer to the Recht van Verzet automated menu. This is done by the agent, who transfers the call to a number that we provide. The customer is guided through an automated menu to record their preference, while the agent continues to their next call.

You will receive feedback from the external partner via reporting in LeadDesk, where you can review the choices the customer made with RVV's menu.

Activating the RVV integration

There are two elements you will need to activate to work with the RVV service. You will need the integration module and the associated report. The report is free, but does require the module, which does have an associated cost. Both are available from the LeadApp store.

• Activate the RVV module here. 
• Activate the report here. 

For each of these:

1. Click the Activate button in the top right of the store page.
2. Type your Admin account Login and Password in the dialog.

3.  Click the Activate button in the dialog.

Once you have activated the RVV module, you will notified of a phone number you can use to connect customers to the service. 

Setup in LeadDesk

Once the integrations are active, you need to decide how best to use the service. There are three routed you can take:

• Use a call ending reason to transfer a customer to the service when they ask not to be called again.
• Transfer all calls to the service, regardless of the outcome.
• Add the service's phone number to your agents' phone book to manually transfer the call when needed.

These are described in more detail below.

Using a specific call ending reason

In this case, you create a call ending reason (or edit an existing one) that the agent can select if the customer says they do no want to be contacted again. This example will blacklist the number in LeadDesk and forward the customer to the service to record their preferences there.

The call ending reason can be global, or project specific. This example assumes you are using a global call ending reason, but the changes you make could also be made in a project specific call ending reason. For more details on project specific call ending reasons see the article Call results - Creating and editing call ending reasons

You can create a new call ending reason or edit an existing one. To create a new global call ending reason, in your Admin account:

1. Go to the General Settings page.
2. Go to the Global call ending reasons subpage.
3. Click the Create new button.
4. Type a name for the call ending reason. This is what the agents see, so choose a name which communicates what this call ending reason is for.
5. In the Moving settings section, click to tick the checkbox for Move number to blacklist.
6. Click the Select global or sponsor specific blacklist field

The Add contact to blacklist dialog opens, letting you choose which blacklist to choose. You may want to use different blacklists, particularly if working with project specific call ending reasons. The customer may not want to be called about this product again, but may not object to being called about a different product. 

1. In the Add contact to blacklist dialog, click to choose the appropriate blacklist.
2. Click the Save button.

9. Go to the Extra settings section.

9. Type the RVV phone number in the Transfer the call to number field.
10. Click the Save button.

Forwarding all calls to the RVV service

You can add the RVV number to all of your call ending reasons, so the customer can always record their preferences. In this case, you will not automatically add all customers to a blacklist however.

For each call ending reason your agents use:

1. Go to the Extra settings section.

2. Type the RVV phone number in the Transfer the call to number field.
3. Click the Save button.

Manually transferring the call to the service

Adding the RVV service number to a call ending reason does minimise the number of clicks an agent needs to close the call and forward the customer to the service. It does have the drawback that selecting a call ending reason closes the contact card, preventing the agent from doing further wrap up.

An alternative is to add the RVV service number to the agents' phone book. The agent can then manually transfer the call to the service while leaving the contact card open for any further wrap up, as well as selecting whatever call ending reason is appropriate.

To add the number to the phone book, in your Admin account:

1. Go to the General Settings page.
2. Go to the Phone Book subpage.
3. Click the Add contact button.

4. Type the service's Phone number.
5. To organise the phone book, all numbers must be part of a group. Either click the drop-down list to select an existing group, or type a name for a new group.
6. Click the Create button.

Agents will then be able to click the Transfer button in their call controls, and select the RVV service to transfer the call.