There are several steps call centers can take to remain in compliance with Do-Not-Call regulations, according to Reid Houser, compliance officer for Omaha, Neb.-based Sitel, a global provider of outsourced customer interaction services.
First, establish DNC policies in conjunction with your firm's legal counsel consistent with applicable federal and state DNC laws and regulations.
Second, set up internal DNC procedures and monitoring systems to carry out these DNC policies. These could include the following:
- Develop procedures to take into account the special exemptions to federal and state DNC regulations.
- Develop, implement and review exception reports. "The exception reports can be set up for hourly, daily, monthly, quarterly and annual notification to the compliance officer and IT personnel," says Houser.
- Provide immediate notice to the responsible management and employees in the event of an infraction, and monitor accountability and remedial-action functions.
- "'Seed' calling lists with bogus numbers to see if your DNC system correctly scrubs them off," Houser adds.
Next, provide and/or arrange for DNC-related training to your business leaders, account managers, IT employees, team leaders, telephone service representatives and others involved with DNC compliance.
Finally, continue to monitor and improve the internal DNC processes and procedures, and maintain open communications with the IT department and upper management about DNC-related issues.
September 15, 2005
Copyright 2005© LRP Publications