Regulatory Environment

Radical productivity improvement offered by predictive dialing encouraged many companies to take advantage of it. As predictive dialers’ popularity increased and telephone costs declined, more and more companies found telephone a very cost-effective tool. Soon consumers began to complain about the number of phone calls they were receiving daily.   

As a result, worldwide and local authorities started regulating telemarketing activities. A new legislation was developed; it required telemarketers to be more selective about the persons and the time they were calling. This legislation has brought benefits both to the industry and to consumers. Companies are obliged to constantly elaborate their calling lists, gaining in this manner more contacts to the right persons - people who need the products and services offered by the companies.

Worldwide Authorities 

Customer Operations Performance Center Inc. (COPC) is the world's leading authority on customer contact center and vendor management operations. It has representatives in Argentina, Australia, Brazil, Canada, India, Japan, Singapore, United Kingdom, and the United States. The COPC® Family of Standards is the most rigorous measurement system in the call center industry. It was created to improve efficiency, boost client satisfaction, build the bottom line.

USA Authorities 

The two US government agencies responsible for creating and enforcing all telemarketing and teleservices laws are the Federal Trade Commission (FTC) and the Federal Communication Commission (FCC).

The FCC regulates all phone calls placed from or terminated within the US. The FTC governs most commerce, except for some regulated industries, like financial services. These agencies have set the rules that establish a Do Not Call list, regulate the use of predictive dialers and abandoned calls.

UK Authorities 

The Office of Communications (Ofcom) is the independent regulator and competition authority for the communication industries in the United Kingdom. It promotes competition and protects consumers from harmful or offensive material. 

German Authorities 

The paragraphs 1 and 3 of the so called UWG (Gesetz gegen unlauteren Wettbewerb) are the basis of the regulation concerning call centers in Germany. The legal situation is determined by the administration of justice which means the various verdicts of the Federal Court of Justice of Germany (Bundesgerichtshof - BGH).

French Authorities 

The Commission nationale de l'informatique et des libertés (CNIL) is an independent French administrative authority whose purpose is to ensure that data privacy law is applied to the collection, storage, and use of personal data. It also governs the use of predictive dialers.

Industry Consortions 

National trade organizations called Direct Marketing Associations (DMA) have been created to promote and advocate the direct marketing industry. They also

  • Provide training and professional development opportunities to marketers. 
  • Fight negative perception of direct marketing industry.
  • Conduct industry research. 
  • Organize networking conferences for marketers. 
  • Provide information to consumers, and promote the DMA as their protector, contact point and regulator. 
  • Help companies to operate within the terms of Data Protection Acts.

The US Direct Marketing Association was founded in 1917 and represents more than 3,400 companies from the US and 50 other countries, including non-profit organizations.  

The DMA in the UK was formed in 1992. Its members include advertisers from various business sectors, direct marketing and telemarketing agencies, and service suppliers like printers and mailing houses, list brokers and database consultancies.

In Germany the interests of service providers and advertising firms of the direct marketing industry are represented by the DDV (Deutscher Direktmarketing Verband).

In France the UFMD (Union Française du Marketing Direct) is the core trade organisation for all associations and institutions operating in direct marketing.

The Federation of European Direct and Interactive Marketing (FEDMA) represents the European direct and interactive marketing industry. Founded in 1997, its members are DMAs representing users and service providers of direct marketing.  

The European Confederation of Contact Centre Organisations (ECCCO) is a non-profit association that promotes the interests of the European contact center industry. It also provides representation to legislative bodies and develops European quality standards for contact center industry.

International Federation of Direct Marketing Associations 

The International Federation of Direct Marketing Associations (IFDMA) was founded by 23 direct marketing trade associations from five continents. Its mission is to promote the highest standards for ethical conduct and effective self-regulation of the direct marketing community.

 

Learn more about: 

Functioning, features, types and benefits of predictive dialers.

Predictive Dialer Tutorial

Cost of predictive dialing systems, factors to consider in deciding which predictive dialer to purchase.

Predictive Dialing Questions and Answers

Factors affecting predictive dialers' performance.

Predictive Dialers - Overview

Latest News

Stan Billue releases his classic Sales Training Series in MP3 Format

June 09, 2009 by Stan Billue

Although recognized as one of the top Telemarketing Sales Trainers in the World, Stan Billue is the first to admit that he is rather slow on adapting to new technologies. Stan stated; “I was probably one of the last professional Speakers to add a Fax Machine, a Computer and then a Cell Phone. I also drug my feet at converting my Audio Series from Cassettes to CDs a few years ago.”

Read more...
 


Contactual Partners with Pipkins to Provide Workforce Management to Contact Center Customers 

June 04, 2009

Joint Marketing Partnership Brings Together Best in Class Workforce Management and Hosted Contact Center Software. 

SAN CARLOS, CA, June 04, 2009 /24-7PressRelease/ -- Contactual (http://www.contactual.com/pr), the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. (http://www.pipkins.com/) a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software.

Read more...
Direct-Inbox