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The impact and status of the DNC List worldwide

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The impact and status of the DNC List worldwide

  1. 1. The impact and status of the DNC List worldwide Shawn Kewley APCC – October 2007
  2. 2. the game: telemarketing & sales
  3. 3. telemarketing is a hot topic <ul><li>Telemarketing is not popular business with customers and governments? </li></ul><ul><ul><li>Annoying </li></ul></ul><ul><ul><li>Hate us </li></ul></ul><ul><ul><li>Intrusive </li></ul></ul><ul><ul><li>Staff not well trained </li></ul></ul><ul><ul><li>Demanding </li></ul></ul><ul><li>How many calls are like this? </li></ul><ul><li>Some calls are just BAD not all. </li></ul>The skills & knowledge you apply when dealing with a customer underpin the contact experience.
  4. 4. customers are fighting back … <ul><li>Complain, tell others, tell family </li></ul><ul><li>Talk to the supervisor or manager </li></ul><ul><li>Abuse the agent … speak rudely </li></ul><ul><li>Don’t answer the calls </li></ul><ul><li>Go to voicemail or answering device </li></ul><ul><li>Audio tape the contact </li></ul><ul><li>Contact the media or their politician </li></ul>
  5. 5. how do we attack these issues? <ul><li>Do nothing </li></ul><ul><li>You can address through proper quality monitoring processes </li></ul><ul><li>Your Industry Body can generate Codes of Conduct to follow </li></ul><ul><li>OR your Government will introduce legislation to regulate and penalise </li></ul><ul><li>HELLO … the Do Not Call Laws </li></ul>
  6. 6. what’s happening around the world? <ul><li>Australia </li></ul><ul><li>New Zealand </li></ul><ul><li>Singapore </li></ul><ul><li>Hong Kong </li></ul><ul><li>Canada </li></ul><ul><li>USA </li></ul><ul><li>UK </li></ul>
  7. 7. winners? losers? <ul><li>Depends upon your view and actions </li></ul><ul><li>Outsourcing companies who perform telemarketing well will prosper in a highly regulated market </li></ul><ul><li>More work for legal, compliance and database management staff </li></ul><ul><li>Politicians who win votes with popular law </li></ul><ul><li>Other marketing channels – Door to Door </li></ul><ul><li>Regulators gain more control </li></ul><ul><li>Offshore cheaper locations telemarket you </li></ul>
  8. 8. final words … <ul><li>Do Not Call Laws affect everyone in a regulated new world of Telemarketing </li></ul><ul><ul><ul><li>Customers </li></ul></ul></ul><ul><ul><ul><li>Telemarketers </li></ul></ul></ul><ul><ul><ul><li>Contact Centres </li></ul></ul></ul><ul><ul><ul><li>Inbound services </li></ul></ul></ul><ul><ul><ul><li>Career options </li></ul></ul></ul><ul><ul><ul><li>Business </li></ul></ul></ul><ul><li>What can you afford to do? Not do? </li></ul>

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