Forex Reactivation Call Cadence Template

Segment this cadence runs on

Name it the way your CRM or MT4/MT5 export defines it, for example "no trade in 90 to 180 days, last balance above the minimum lot". A trader dormant for two years and one dormant for three months shouldn't share a cadence, so copy this sheet per segment.

Segment: ____________________ Accounts: ______

The one outcome every call asks for

Fund the account, log back into the platform, refresh an expired KYC document, or book a call with an account manager. The attempt schedule in section 3 gets shorter and more direct with each call, so the ask has to stay the same throughout.

Outcome: ____________________

Maximum attempts per trader

The template uses four attempts over 12 days. Set it lower for a segment that's had a campaign in the last quarter, and never raise it above what your compliance officer has approved for the trader's country.

Max attempts: ______

Minimum gap between attempts to the same number

The default is 48 hours, with a different time window each time. Two calls in the same day to a trader who didn't pick up reads as harassment and produces complaints, not deposits.

Min gap: ______ hours

Campaign start and hard end date

The final attempt is a courtesy close, so the end date is fixed before launch. An open-ended cadence keeps redialing the traders who least want to hear from you.

Start: ____/____ End: ____/____

Country and time zone source for each trader

Take the country of residence from the CRM or KYC record, not from the phone prefix. A trader with a UK number living in Dubai gets called on Dubai time and under Dubai's rules.

Source field: ____________________

Owner who can pause the cadence during any window

One name, reachable in every calling window you enable, including the evening and weekend ones. If nobody is reachable at 7pm Sydney time, don't open a 7pm Sydney window.

Name: __________ Phone: __________

Fill your approved windows and mark the countries you're not calling at all

If compliance can't confirm the rules for a country, the answer for this campaign is no calls there, not a narrower window.

Countries excluded: ____________________

Decide whether weekend attempts are on, and for which countries

Weekend answer rates differ per market and the legal position differs too. Enable weekends per country, never for the whole book.

Weekend calls: Yes / No Countries: ____________________

Set the platform to the trader's local time, not the office's

Test it with three traders in three time zones before launch. A cadence running on Cyprus or London office time calls Australia at 3am.

Tested on: ____/____ By: __________

Write the per-attempt opening lines and send them to compliance with this sheet

The disclosure that it's an automated call from your brokerage stays in the first sentence of every attempt. Wording rules differ by country, so get the exact sentence approved rather than reusing one from another market.

Approved by: __________ Date: ____/____

Cut the schedule to match your max attempts

If section 1 says three attempts, drop attempt 3 and keep the day 12 courtesy close. That last call is the one that turns silent traders into clean opt-outs instead of complaints.

Attempts kept: ____________________

Confirm the windows rotate for every trader

Trader A gets morning, evening, midday, morning. Trader B, whose first attempt fell in the evening, gets evening, morning, midday, evening. Check the platform does this per trader and not per campaign.

Rotation checked: Yes / No

Calculate the daily dial volume before launch

Accounts in the segment times max attempts, divided by the number of calling days, gives the ceiling. Halve it for the first two days so a wrong caller ID or a broken merge field reaches a few hundred traders, not the whole book.

____ accts x ____ attempts / ____ days = ____ dials/day

Map every platform outcome code to one of the rows above

Calling platforms report more outcome codes than this table has rows. Anything unmapped defaults to no retry until someone assigns it, so a strange code stalls one trader instead of looping them.

Unmapped codes: ____________________

Set the same-day busy retry to respect the window end

A busy signal at 19:15 with a two-hour wait would redial at 21:15, outside the evening window. The retry has to move to the next scheduled attempt instead.

Window-end check: Yes / No

Decide who reviews the carrier failure list each morning

A batch of failures at the same minute usually means a telephony issue, not a list problem. That's a pause-and-check, not a retry.

Reviewer: __________

Confirm callback requests override the attempt schedule

A trader who asked for Thursday at 4pm must not get a scheduled attempt 3 on Wednesday. Test this with one record before launch.

Tested: Yes / No

Stop the trader after any opt-out on any channel

A STOP reply to an SMS, an email unsubscribe that mentions calls, or a spoken "don't call me" all end the calling schedule. Suppress the number in the calling platform and the CRM within the hour, not at the nightly sync.

Suppression sync: ______ minutes

Stop the trader when the outcome from section 1 is reached

A deposit, a login, a KYC upload or a booked account manager call ends the cadence. The platform needs the CRM or MT4/MT5 event to know this happened, so check that webhook works before launch.

Event source: ____________________

Stop the trader at max attempts, and record them as unreachable

Unreachable is an outcome, not a gap. It feeds the next campaign's segment rules and stops the same number from being loaded again next month.

Unreachable cooling-off: ______ days

Stop the trader if a complaint is logged anywhere

Support ticket, social message, regulator contact or a call to the account manager. One complaint pauses that trader until compliance reviews the recording.

Complaint flag field: ____________________

Stop the trader if their account status changes to closed, frozen or under review

Pull status from the CRM before every attempt, not once at list load. Calling a trader whose account compliance froze last week is a conversation you don't want the AI agent having.

Status check: per attempt / at load

Stop the whole campaign if the complaint rate or opt-out rate passes the threshold you set

Set the numbers before launch, as a share of answered calls, and write down who decides to resume. Pick them with compliance; there is no industry number to borrow here.

Complaints: ______ % Opt-outs: ______ % of answered calls

Stop the whole campaign if the wrong caller ID, wrong disclosure or wrong language is heard on any monitored call

Listen to the first ten answered calls per country on day one. One wrong disclosure means pause, fix, re-test, then resume.

Day-one review by: __________

Stop the whole campaign on the end date, with no extension without a fresh sign-off

Traders who were never reached get a courtesy email, not another month of dials.

Sign-off for any extension: __________

Check answered calls per attempt number and per window

If attempt 3 in the midday window answers far less than attempt 1 in the morning for the same country, shift the window rather than adding attempts.

Att 1: ___ % Att 2: ___ % Att 3: ___ % Att 4: ___ %

Check the carrier failure rate against your pause threshold

Set the threshold before launch. Failures clustered on one carrier or one country point at routing or a blocked caller ID, not at the list.

Threshold: ______ % Today: ______ %

Check callbacks booked against callbacks completed on time

A callback that goes out an hour late in the trader's time zone is worse than no callback. Review the missed ones by name and reassign.

Booked: ______ Completed on time: ______

Check opt-outs and complaints per country against the stop thresholds

Look at the recordings behind any opt-out that came with a reason. Those recordings are the fastest way to find a bad opening line or a window that's too late.

Opt-outs: ______ Complaints: ______

Check the suppression list synced before the first window opened

Compare the count of suppressed numbers in the calling platform to the count in the CRM. Any difference is a trader who may get called after saying no.

Platform: ______ CRM: ______

Check spend against connected minutes

Topcalls bills by the second at $0.35 per minute with recording, transcription and analytics included, so the daily bill is connected minutes times $0.35. Compare it to the outcomes recorded to see the cost per reached trader before the campaign ends.

Connected minutes: ______ x $0.35 = $______

Confirm the calling windows per country with your compliance officer or counsel

Cover permitted hours, weekend rules, and whether a dormant account counts as an existing customer relationship for marketing call purposes in each jurisdiction.

Confirm the lawful basis or consent for automated calls in each country

GDPR in the EU and UK, TCPA and the federal telemarketing rules in the US, and national do-not-call registers elsewhere all apply differently to an automated call than to a human one. Get the answer in writing per country.

Confirm the automated-call disclosure wording for each language the agent speaks

The agent opens in the trader's registered language. Each translation of the disclosure needs its own review.

Confirm the voicemail script, or confirm that no voicemail is left

Leaving a message that mentions trading or the account may be restricted in some countries. Either approve a script per country or set the platform to hang up on voicemail.

Confirm the recording notice and retention period for call recordings

Where recording requires notice, it goes in the opening line. Retention follows your existing recording policy under MiFID II or the local equivalent, and your data protection officer confirms it.

Confirm the max attempts and minimum gap are within what compliance approved

Write the approved numbers next to the ones in section 1. If they differ, section 1 changes, not the approval.

Sign and date

Retention lead, compliance officer, and the campaign owner from section 1.

Retention: ______ Compliance: ______ Owner: ______