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Bel-me-niet-meer-wetgeving: goed initiatief, maar er is nog werk aan.

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Maandag 24 juni vond in Diegem het debat rond de bel-me-niet-meer-wetgeving plaats georganiseerd door beroepsfederatie Contactcentres.be in samenwerking met FOD Economie, 4C Consulting en tal van ...

Maandag 24 juni vond in Diegem het debat rond de bel-me-niet-meer-wetgeving plaats georganiseerd door beroepsfederatie Contactcentres.be in samenwerking met FOD Economie, 4C Consulting en tal van bedrijven uit de sector. Moderator was VRT-journaliste Goedele Devroy. Publiek en panelleden gingen met elkaar in discussie om tot werkbare oplossingen te komen. Want de wetgeving lijkt eenvoudig, maar is in de praktijk moeilijk toe te passen. Vaak tot ergernis en frustratie van de adverteerders, die de wet strikt moeten volgen.

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Bel-me-niet-meer-wetgeving: goed initiatief, maar er is nog werk aan. Bel-me-niet-meer-wetgeving: goed initiatief, maar er is nog werk aan. Presentation Transcript

  • De Bel-Me-Niet-Meer wetgeving in de praktijk Info- & Debatnamiddag – 24/06/2013
  • 01 Coffee & Welcome 14:00 AGENDA 02 Legal Framework of the DNCM List 14:30 Francis Deryckere – Adviseur-Generaal, FOD Economie 03 The DNCM List – From Theory to Practice 14:50 Dirk Frans – Contact Center Consultant 04 The DNC List in The Netherlands – Testimonial 15:10 Serge Ferraro – Directeur Bel-Me-Niet Register 05 Panel Discussion 15:30 06 Round-up, Speeddating, Network drink 16:30
  • Framework | The Legal Framework Francis Deryckere Adviseur-Generaal FOD Economie
  • Framework | From Theory to Practice Dirk Frans Contact Center Consultant
  • Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 B2B Appointment setting Personal data •Registration •Privacy policy •No objection for the use of the data for DM purpose •DNCM •Recording Effective 5 working days Inhouse vs. Outsourced OPT-IN Commerial vs. Service Prospect DBase 5 OPT-IN
  • Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 6 Impact of the DNCM-list DATA: DNCM-registrations & Opt-ins must be stored SYSTEMS: Applications must support DNCM requirements PROCESSES: Marketing and sales campaigns must comply with DNCM PEOPLE: Must understand and apply DNCM and the opt-in strategies
  • Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 7 Example of a DNCM-implementation DATA marketing or sales database (B2B & B2C) Daily download of new DNCM registrations from the server of BDMA Upload of phone numbers and dates Matching with phone numbers in the database
  • Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 8 Example of a DNCM-implementation SYSTEMS marketing, sales en care automation (B2B & B2C) For each phone field: DNCM Opt-Out Check-box DNCM registration date Date of Opt-In Link to Opt-In proof Business rule:  Date Opt-In > Date DNCM Opt-Out? Workflows or alerts:  Ex.: In case customer on the DNCM: get Opt-In Reporting
  • Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 9 Example of a DNCM-implementation PROCESSES marketing, sales or care departments (B2B & B2C) All outbound call actions must comply with the business rules in the systems If Date Opt-In > Date DNCM Opt-Out Then Use phone number for commercial outbound Else Delete from the campaign Build information flows between departments and systems Build controls and protection
  • Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 10 Example of a DNCM-implementation PEOPLE marketing, sales or care departments (B2B & B2C) Must understand the data, systems and processes Must have access to the information Must comply with and apply the business rules
  • Maya Angelou
  • Framework | Testimonial Serge Ferraro Directeur Bel-Me-Niet Nederland
  • Panel Discussion
  • Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 Participants Moderator Goedele Devroy Participants Francis Deryckere, Adviseur-Generaal FOD Economie Serge Ferraro, Directeur Bel-me-niet-meer-register Nederland Gerry Cools, Senior Sales & Outsourcing Manager Belgacom Dirk Milbou, Business Manager Consumer Relations De Persgroep Karin Van De Velde, Managing Partner CallExcell Jac Vermeer, CEO IPG Group 14
  • Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 “Rules of Engagement” 4 statements The audience votes GREEN = I agree RED = I disagree The panel debates on the statements and the voting results Interactive session: the audience has a voice 15
  • Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 17 STATEMENT 1 Het bestaan van de Bel-Me-Niet-Meer lijst is een goede zaak.
  • Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 18 STATEMENT 2 De consument beseft niet goed wat de gevolgen zijn wanneer hij zijn telefoonnummer op de BMNM-Lijst zet.
  • Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 19 STATEMENT 3 De kosten van de BMNM-Lijst zijn voor de bedrijven te hoog.
  • Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 20 STATEMENT 4 Deze wet betekent op termijn het einde voor de contact centers.
  • Round-up | Speed Dating | Network Drink
  • info@4Cconsulting.com | www.4Cconsulting.com | +32 15 281 281 | Follow us on: Know what others know. See what others don’t. Think what no one else has thought.
  • Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 24 Product Licenses & pricing Product Description Modalité Price Discount Large Download license The download license is a monthly subscription. During this month, the list can be downloaded unlimited. Ideal for companies that organise many campaigns. Monthly 895,- Yearly = -30% or 7518€ SME Download license Same as Large download license, but the price is set for SME's. Primarily designed for SME's who organise many campaigns. Monthly 195,- Yearly = -30% or 1638€ Live Connect With this option, advertisers can create their own, direct connection to the daily updated Do-not-call-me list via secured FTP. This option allows advertisers to automate the integration of the Do-not-call-me list in their database (=on a daily basis) and/or to build specific interfaces on their own database (e.g. Search by telephone number). It is designed for large companies that run several telemarketing campaigns per year. Monthly 895,- Yearly = -30% or 7518€ Live Search Live search by telephone number. Monthly 995,- Service License License fee for service provider. A service provider must be registered before an advertiser can authorise him to use the list on his behalf. Yearly 3450,-