Mr Tim Searcy, CEO of the American Teleservices Association (PRWEB) August 31, 2006 -2-
1 to speak to call centre professionals in Australia about compliance and the possible impacts of the Do Not Call legislation being introduced in Australia. Tim spoke at two events held in Sydney and Brisbane late last week.
Tim expressed his concern for the local industry by outlining that Australian legislators appeared to be constructing Do Not Call laws based on flawed principles, as evident in the United States. Tim shared his extensive experiences around DNC legislation in the United States and other locations, such as Canada and the United Kingdom. Tim warned that if legislators continue down the U.S. path, the local Australian call centre industry could expect to lose over 40,000 jobs in a two-year period. It has been estimated that over 1 million jobs have been lost due to DNC in the U.S. alone.
The Australian industry is yet to embrace or fully understand the potential impact of DNC legislation. Tim’s visit to Australia was a “back to the future” visit to warn the industry of the threat and the actions required to address this threat. Tim has been living and breathing DNC issues for a number of years. For him it has become an all too familiar cycle:
1. Politicians see an opportunity to curry favor with constituents by eliminating "unwanted" telemarketing calls.
2. Politicians look around the world for where DNC work has been done in the past to determine best practices.
3. Politicians take a couple of suggestions from other countries, but mostly disregard lessons learned elsewhere, and design their own scheme.
4. A short, mostly token review of the legislation is considered by the industry and the regulators that must implement the intended rules.
5. The industry organizes itself far too late to be effective, except for winning small victories and preparing for hand wringing.
6. Rules are implemented far too quickly, and with little consideration for unintended consequences.
7. Some of the industry over-reacts by walking away from the teleservices channel for a time, and some of the industry under-reacts by ignoring the rules until substantial fines have been imposed and bad press has taken center stage.
8. The industry complies and attempts to save face by re-engaging in the political process with promises of self-regulation and further compliance.
9. Politicians receive feedback from constituents that this kind of legislation is welcome and leads to their re-election.
10. Politicians find a new topic like inbound customer service and repeat the process beginning at number 1.
The problem of DNC legislation, if not properly constructed and implemented, is that it will lead to job losses, cost a lot of money to administer, confuse the consumer, and ultimately benefit the politicians that introduce this popular law under the guise of consumer rights and privacy. Surely, the Australian industry and public are smarter than all of that.
About Mr Tim Searcy:
Tim Searcy is CEO of the American Teleservices Association and the world's foremost authority on ‘Do Not Call’ legislation & call compliance.
As a global spokesperson for the teleservices industry, Mr. Searcy has participated in hundreds of interviews related to call centre legislation and has appeared on numerous US television networks and in a variety of newspapers, including Fox News, CNN, CNBC, NBC, ABC, The Wall Street Journal, and USA Today. Mr. Searcy has been active in compliance issues in Canada, India, the Philippines, the United Kingdom, the United States, and the Dominican Republic.
About Noble Systems:
Noble Systems Corporation (NSC) is a global leader in contact centre technology solutions, providing innovative products since 1989. Tens of thousands of agents at hundreds of client installations worldwide conduct business using the award-winning Noble platform for inbound/outbound/blended communications. The scalable, integrated Noble solution includes advanced ACD and predictive dialling; unified contact processing for voice, email, and web; and integrated IVR, digital recording, messaging, quality control/monitoring systems, scripting, and real-time reporting and management tools. Based in Atlanta, GA, NSC is a part of the world’s largest teleservices organisation, with operations in over 30 countries.
About Contact 1-2-1:
Contact 1-2-1 is a leading outsourcer that provides expertise to companies seeking to grow their business using call centre services. Our management team has many years of experience designing and refining call centre solutions that generate measurable value. Contact 1-2-1 has invested in its people, technology and processes to ensure it can offer a Best in Class (BIC) solution for its clients. Contact 1-2-1 has over 250 seats and has offices in Sydney, Gold Coast and Adelaide.
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