Supreme Court Do Not Call List Ruling A Blessing in Disguise

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Compliance technology for the Â?do not callÂ? registry can lead to better customer service

The U.S. Supreme Court Monday ruling by the United States Court of Appeals for the 10th Circuit upholding the constitutionality of the Federal Trade Commission's national Do Not Call Registry, has even non-telemarketing businesses worried about how to avoid potential problems and prosecution.

According to Eric Brackett, CEO for BTI Communications Group, Limited, most businesses don’t realize that many states have had consumer protection legislation in place for some time, but until this federal ‘do not call’ legislation, most businesses weren’t severely affected.

“Now, all businesses are affected,” says Brackett. Without proper documentation on follow up requests, which most businesses find difficult to maintain, that business could be held in violation of the upheld ‘do not call’ legislation.

“With the right compliance technology, such as a compliancy-enabled outbound progressive dialer in place, businesses can actually improve customer relations by targeting clients that are interested in their services or products,” says Brackett.

“Most organizations do not have a documentation process in place that will protect them -- and they need that,” says Brackett. “There are compliance technology options that can provide management with improved productivity, control over the quality of follow-up, automated call documentation through Customer Relationship Management software, and immediate legal proof and practical compliance with the call list legislation.”

Sea Breeze Financial Services, one of Southern California’s largest retail-based mortgage companies implemented ‘do not call’ compliance technology in their call center in 2003. The automated dialing system has the capability to speed up outbound calls and allow coordination with Sea Breeze Financial’s database of clients and prospects.

“I really like the abilities of the Armstrong Dialer,” says Calvin Powell, Vice President of Information Technology for Sea Breeze Financial. “It ensures that all of our outbound campaigns are compliant with the ‘do not call’ list regulations. It’s just one headache we don’t have to worry about.”

Benefits include automatic or manual campaign importing; automatic callback handling; ‘do not call’ list management and campaign ‘cleaning; user-configurable call outcomes and programmable wrap-up times which allows a supervisor to switch consultants between campaigns without stopping the server or logging the consultant out.

Through use of modern compliance technology, businesses can have increased efficiency and be protected from the ‘do not call’ list legislation through documentation of inbound and outbound calls.

About BTI Communications Group

BTI Communications Group Ltd., an exclusive business partner with Inter-Tel,

Inc. (NASDAQ: INTL), offers complete business communications solutions that

generate higher profits, lower costs and increase productivity through high

quality services and cutting-edge technology. For more information, visit http://www.btigroup.com or call Speleos Dravillas on 1-800-HELP-BTI.

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Len McFatter
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