TPS Assured - Thursday 31 October 2013


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TPS Assured - Thursday 31 October 2013

  1. 1. Introducing TPS Assured: a new standard for responsible telemarketers Thursday 31 October 2013, 30 Euston Square ♯tpsassured
  2. 2. Background to TPS and TPS Assured Colin Lloyd, Chairman, TPS Ltd
  3. 3. John Mitcheson
  4. 4. Why we are here and here today… EU directive 1990’s - transposition into UK law Opt – Out prize won for UK –self regulatory TPS and MPS – PECR - regulatory TPS from 1999
  5. 5. How has the prize been valued? Reputational damage from irresponsible telemarketers: • Flouted regulations • Ignored DMA telemarketing code • Irresponsible use of dialers – Silent calls Resulting in massive: • • • • • increase in nuisance calls increase in TPS registrations increase in complaints Intense media interest –Which? – MP’s Select Committee on Nuisance Calls.
  6. 6. The stats…
  7. 7. TPS Registrations 25,000,000 20,000,000 15,000,000 10,000,000 5,000,000 0 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013
  8. 8. TPS monthly complaints 2010-2013 12,000 10,000 8,000 6,000 4,000 2,000 0
  9. 9. ICO ‘PECR Sept.’13 Threat Assessment’
  10. 10. Ofcom silent and abandoned calls Complaints 4000 3500 3000 2500 2000 1500 1000 500 0 Dec.'12 Jan. '13 Feb. '13 Mar. Apl. '13 May. Jun.'13 Jul.'13 '13 '13
  11. 11. What has TPS done to help Lobbied OFCOM, ICO, Gov. to robustly apply exsiting sanctions – Key message from TPS conference delegates Worked with Telcos’ Continuous Research Through DMA - lobbied OFCOM re: silent calls issues - Silent calls regulations
  12. 12. The way forward… Differentiate responsible telemarketers from regulation breakers Better compliance Protect the industry from potential draconian legislation – EC Directive – Gov. encourages self-regulation Protect the livelihoods of the 1000’s of people in telemarketing
  13. 13. Launching today… John Mitcheson
  14. 14. Introduction to TPS Assured John Mitchison, Head of Preference Services, DMA
  15. 15. TPS Assured What is it? TPS Assured is an accreditation scheme for companies that make live outbound sales and marketing calls. Who is it for? TPS Assured is designed for companies that instigate the making of sales and marketing calls.
  16. 16. TPS Assured Why do it? Confidence in your companies compliance. Differentiate you business with the TPS Assured logo Protect your reputation
  17. 17. The Audit Process Submit Application Form Handbook, Application Form are available on the website Information Pack Quotation, Non disclosure agreement, File specification, Audit guidance document.
  18. 18. The Audit Process Data Analysis Data from the dialer is reviewed prior to site visit. On Site Audit The audit will take place at the location where the calls are made.
  19. 19. The Audit Process Audit Report Certificate and Logo Annual review and renewal
  20. 20. TPS Assured
  21. 21. TPS Assured
  22. 22. TPS Assured – Case study Martin Trouhgton, Marketing Director, Anglian Windows
  23. 23. Anglian Home Improvements TPS Assured The Benefits
  24. 24. Telemarketing At Anglian At Anglian Telemarketing comes in three forms: 1. Inbound Telemarketing 2. Outbound Reactive Telemarketing 3. Outbound Proactive Telemarketing The Growth of TPS Back in 2003, when the TPS file was approaching 4 million, Outbound Proactive Telemarketing was generating just over £90million in direct sales from 105,000 appointments – 45% of our sales. The Growth of TPS Approached – 2013 at 18million.
  25. 25. Telecan Sales vs Growth in TPS 18,000,000 80,000,000 16,000,000 70,000,000 14,000,000 60,000,000 12,000,000 50,000,000 10,000,000 40,000,000 8,000,000 30,000,000 6,000,000 20,000,000 4,000,000 10,000,000 2,000,000 0 File Count 20,000,000 90,000,000 Sale Value (£) 100,000,000 0 TPS Registered Financial Year TELECAN
  26. 26. The Phases of Our Response 1. Head in Sand 2. Head in Clouds 3. Head in Hands 4. Hands in Pockets
  27. 27. How We Manage Telemarketing Simple Dilligence We control the data distribution very tightly We invested in a network based call barring solution – they simply cannot call a TPS barred number We invested in a dialler – then we invested again We monitor and investigate any abnormality rigorously We sought other channels principally the internet Defending against the Risks To Brand reputation Of substantial financial fines
  28. 28. Measuring the issue
  29. 29. The Risk To Reputation It Takes 20 Years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently. Warren Buffett
  30. 30. The Internet is approaching £100m in value to us
  31. 31. The Telemarketing Challenge We Face…
  32. 32. Brand Enhancing? So calling receptive customers and not those who have opted out is incredibly important to us
  33. 33. Saying it or really meaning it?
  34. 34. Character or Reputation? Be more concerned with your character than your reputation, because your character is what you really are, while your reputation is merely what others think you are. John Wooden Who? Known as ‘The Coach’ in America. Check out his TED Talk ‘the difference between Winning and Succeeding’ – old school but incredibly moving and relevant Why? Adhering to TPS is about ensuring your corporate character is one to be proud of in order to protect your reputation TPS Assured proves you take your character seriously
  35. 35. Why TPS Assured? Any organisation needs to protect its reputation Merely signing up to TPS is no longer enough The environment shifts too quickly – the technology and the rules or ‘best practice’ changes constantly TPS Assured gives an organisation a serious telemarketing health check I thought we had it all in hand – network blocking, fierce repercussions for malpractice, clear corporate policy TPS Assured has just made us better
  36. 36. What did we learn? That we are good but we can be better Remember our strapline ‘Raising The Standard’ We weren’t diligent enough on checking upstream Opt In confirmation on bought in data – we just accepted the contract Our dialler practice can be tightened Best practice needs challenging – using a dialler on a Sunday? No more than 3 calls a day from a Dialler?
  37. 37. Summary We were too insular and possibly Smug TPS Assured has got our head out of the sand Our reputation is paramount to tomorrows business TPS Assured is essential to Anglian succeeding in the future One final thought Should TPS Assured be compulsory for anyone using a dialler or who has repeated complaints from customer? Should it be the first step before a fine?
  38. 38. ICO Enforcement Strategy Steve Eckersley, Head of Enforcement, ICO
  39. 39. Information Commissioner’s Office Steve Eckersley Head of Enforcement.
  40. 40. Responsibilities of the ICO Regulation and enforcement of the Data Protection Act 1998, the Freedom of Information Act 2000, the Privacy and Electronic Communications Regulations 2003 (PECR): • Live Calls • Automated Calls • SMS messages.
  41. 41. Unsolicited calls – the threat and scale The overall threat level of non-compliant marketing activities remains high: • Compelling evidence of growing volumes of unsolicited live and automated telephone calls and SMS texts to UK consumers. • Increasing volume of complaints to the regulators, the TPS and consumer champions. • Increasing volume of complaints to Mobile Network Operators (MNOs) via the 7726 reporting tool.
  42. 42. Impact on UK and global consumers. • National and International problem • Sliding scale of the harm caused: 90% consider the calls to be inconvenient, annoying, a cause for concern, a cause of anxiety or a disruptive irritation. Vulnerable groups – Distress and harm for people with a terminal illness or a disability.
  43. 43. The ICO PECR Enforcement Strategy ‘To ensure that the ICO is fully focussed on the PECR threats and concerns, its investigations and coordination of a wider range of activities aimed at reducing the threat, reducing the number of complaints from consumers, protecting privacy rights of consumers and improving compliance through robust, effective and efficient regulation’.
  44. 44. PECR Enforcement and Engagement Strategy ICO enforcement activity split into three tiers of priority and activities: Tier 1 – Full investigations leading to disruption and/or enforcement action. Tier 2 – Monitoring and Compliance meetings. Tier 3 – Engagement, Prevention and Education.
  45. 45. Engagement, Prevention and Education. • Threat based and intelligence led approach. • Targeted and coordinated activity with other regulators. • Targeted engagement with Industry and Trade Associations. • Stronger and effective self-regulation. • TPS Assured Service.
  46. 46. What are the ICO doing? • The ICO has issued 6 Civil Monetary Penalties totalling over £800,000 for breaches of PECR. • 2 Notices of Intent issued in October. • 1 criminal s17 DPA conviction against the Director of First Financial – 8 October. • 2 pending s17 DPA prosecutions • 41 Third party Information Notices issued to CSP’s in September.
  47. 47. Other current ICO activity. • Issued new guidance on consent. • Submitted business case to the DCMS re change in legislation • Leading on Op Linden – the data cycle intervention activity. • Access to the 7726 data. • Joint regulatory coordination at UK Level • Joint regulatory coordination at International level.
  48. 48. ICO - current complaints picture
  49. 49. Keep in touch Subscribe to our e-newsletter at or find us on… /iconews @iconews
  50. 50. The Hon. Ed Vaizey MP Minister of Culture, Communications and Creative Industries
  51. 51. Q&A John Mitcheson
  52. 52. Thank you for attending this event. We welcome you to stay for networking drinks & canapés.