Telemarketing Compliance

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Telemarketing Compliance
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There are several elements to the new Telemarketing Sales Rule (TSR) requirements including: a new national Do Not Call program, new regulations that impact how outbound automated systems must operate, and new compliancy reporting requirements.
The TSR specifies five critical new benchmarks for outbound systems:

  • Abandonment rates cannot exceed 3 percent per day, per campaign
  • Calls must ring at least 15 seconds or four rings before disconnection
  • When no agent is available within two seconds of a live answer, a recorded message     must state the name and phone number of the seller for whom the call was placed.
  • Businesses are required to keep records of calls and transactions for up to two years.
  • Businesses must adhere to the new Federal ‘Do Not Call’ listings

Meeting the 3% Abandon Rate
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To meet the new 3 percent abandon rate regulation, iSource employs multiple software elements that work in conjunction with each other as described briefly below:

Call Pacing
iSource’s powerful call pacing algorithm monitors over 30 events each 1/10 of a second and makes real-time adjustments to the dialing patterns.The iSource pacing algorithm has been tested to a tolerance of .0025 to the whole number. The user has the ability to pre-determine a desired abandonment rate and the highly accurate iSource algorithm will maintain that setting for each campaign, each day, as required by the FTC regulation.

Dial Delete
iSource’s ‘Dial Delete’, a key element of the Call Pacing algorithm, deletes the appropriate number of telephone numbers from the dialing queue when the Call Pacing algorithm determines that no agent would be available. Calls that are in the process of being dialed, but have not yet initiated a ring at the consumer end are also deleted from the queue. Dial Delete is essential to maintaining short-term abandonment rate objectives while still delivering productivity to the agent.

Configurable Call History Look-back
iSource’s Call Pacing algorithm contains a user configurable Call History Look-back as one of the parameters that drive the constant adjustment of the algorithm. The length of time for each call, the number of busies, number of no answers, answering machines, wrap time and similar events are some of 30 data elements measured. The ability to configure the ‘sampling pool’, or Look back history, allows the user to apply previously learned information from their lists, call patterns or other activities to increase the precision of the algorithm. Many solutions hard code this call history look-back into their software. The inability to adjust the sampling pool (measure events over a proper amount of call transactions) can adversely affect your productivity or your abandonment rate.

Speed of Call Transfer
iSource’s speed of delivering the call to an agent or for a related event such as a leaving a recorded message is among the fastest in the industry. iSource achieves this because its technology can measure the ‘off-hook’ event provided by the telephone company and begin the transfer to an agent before the called party has said “Hello”. This process requires only milliseconds, allowing the agent to hear part of the answered “Hello”, which increases agent effectiveness and consumer satisfaction. The iSource solution can also be configured to use Digital Signal Processing (DSP) to determine answer events. This common form of answer tection, the only answer detection found in most solutions, has valid applications for many contact centers. Digital signal processing begins to measure events at a later time than ‘off-hook’ detection – often based on the “Hello”. The speed of transfer to an agent is slower and the algorithm adjustment is delayed. Because iSource offers both options, the consumer can select which is most appropriate for their center.

Meeting the 2 Second Rule
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To meet the requirement to transfer a call to an agent within two seconds or play a recorded message if no agent is available, iSource takes advantage of its technology and speed of transfer for compliance. iSource was able to adapt its existing Playback Recording technology to easily meet the new FTC messaging requirement. Additionally, each of these messaging events are logged and stored in the database for future reporting retrieval.

Caller ID Identification and Broadcast

As part of the 2-second rule’s identification messaging requirement, iSource has the ability to send out variable DNIS’s based on the specific campaign in operation.
Meeting the 15 Second Ring Rule To meet the requirement to allow a call to ring 15 seconds or 4 rings, iSource measures both the required time length and the number of rings. Relying on only one of these elements could create an irregularity since rings can be interrupted or start inconsistently. iSource uses the North American Ring Standard (or locale specific standards) to measure the length of a ring tone and also counts rings so that there can be no irregularities.

Do Not Call Compliancy
To meet the new federal and existing state ‘Do Not Call’ requirements, iSource has a multi-faceted program to provide options for its customers.

Do Not Call Standard Features
iSource provides ‘Do Not Call’ (DNC) compliance capabilities as a standard feature that allows the call center to scrub each project with specific Do Not Call lists – whether they be Federal, state, internally generated or provided by a list vendor. In addition to the project specific scrubbing tools, iSource provides a Master Do Not Call tool that scrubs against all projects or lists in the system. This is invaluable to call centers or outsourcers that have multiple projects and lists. The Master DNC tool was developed years ago to assist clients’ ability to comply with the Telephone Preference Services Act in the United Kingdom, the UK’s national equivalent to the new FTC regulations. Also, iSource has a facility where agents can easily and quickly add records dynamically to a specific or master campaign list.

Do Not Call Service Providers
As an additional service for our clients, iSource has created specific integrations with several Do Not Call service vendor’s solutions so that the iSource system interoperates in real-time with the third party solution. iSource has also created relationships with Do Not Call Service providers who offer batch-type list cleansing services via the Internet. These third party services are available to those clients with minimal scrubbing requirements or internal resource availability. These tools all help centers keep their lists up to date and fully compliant with a minimal amount of effort.

Reporting
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The iSource solution provides over two-dozen standardized reports for use in contact center management and compliancy reporting and the database structure to store the massive amounts of data required by the regulations.

Compliancy Reporting
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The iSource database provides users with the capability to retain unlimited call history on every call for an unlimited time period.Data is quickly retrievable through the standard reports or clients can create customized reports to meet any purpose via iSource’s open-table structure. As part of the accuracy of iSource’s call history reporting, the solution includes fractional agent tracking which is crucial when agents are assigned to multiple campaigns. Call history also includes multiple campaign and global campaign reporting. The iSource Call History report shows, for example, each time a phone number is dialed. Each call is also associated with a specific project allowing managers to trace compliancy issues. The ability to relate calling instances to specific projects is critical since some projects may be subject to compliancy regulations while other projects are not. iSource’s expansive compliance reporting capabilities are supported by Microsoft’s SQL server and Oracle database structure.

Compliancy Summary
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iSource exceeds compliancy regulations today because it was designed for the future. The specific features meet and exceed the FTC requirements for performance, database and reporting. This is based on specific and targeted compliancy features along with its visionary forward-thinking architecture that provides the flexibility and adaptability to support advanced database structures and comprehensive reporting. iSource customers can be assured that it can meet the changing needs of the call center whether the need is regulatory, growth or integration.

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