Company Background:
A traditional top 50 outsourced telemarketing company with 6 call centers
located throughout the US employing 2,300 agents. This call center operation
provides inbound and outbound services for the financial services, travel,
and publishing industries as well as for companies that manufacture and provide
consumer products and services.
Situation: The legal requirements
to manage and scrub each client/Seller’s calling lists against
only its specific version of the National DNC list are complex and cumbersome.
The DNC issue and requirements fell outside the company’s core
competency and created a series of problems.
Problems:
Operational issues
Satisfying customer’s requests to verify compliance
readiness was inconsistent.
Currently had an inefficient way to fulfill the company’s
DNC policy to consumers.
The internal processes were insufficient to provide
a Safe Harbor defense.
Management of internal DNC data across multiple locations
was difficult.
Lack of resources
In-house list processing was cumbersome and
inefficient.
They lack the training tool to comply with
the state and federal training requirement.
Data integrity & security
The problem of managing the growing list of
state databases (30 separate lists) was complex.
Risk and cost of potential errors is high.
Budget constraints
The costs and time requirements of IT and management
resources were excessive.
Solution: (DNCInteractive from PossibleNOW)
PossibleNOW is a trusted leader offering online DNC compliance services. Their DNCSolution suite handles the complex and cumbersome task of managing Client/Seller specific versions of the National DNC Registry. This allows telemarketers and their clients to fully comply with the National DNC Registry licensing requirement.
Solves operational issues
Automatically fulfills consumer DNC policy
requests through the web interface.
Eliminates the need to manage state, private
and customer-based DNC databases.
DNCSolution simplified the collection and
distribution of DNC information throughout multiple locations.
Provides necessary resources
Provides a training tool to satisfy state
and federal training requirements.
Satisfies DNC compliance laws; boosts efficiency
Eliminates state list management, reduces
time to do call list processing and reporting. This saves man-hours
and reduces operating costs.
DNCSolution greatly reduces the chance for
costly system or human errors by automating the DNC compliance processes
and tracking all activities performed in the solution.
Calling lists can be efficiently uploaded,
processed and downloaded within minutes.
Reports can be generated to show all data
was processed against applicable state and federal databases as well
as meeting the training, internal list management, and policy fulfillment
tracking requirements.
Demonstrating company-wide compliance to customers is
accomplished through the online reports accessible through DNCSolution.
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(DNCInteractive from PossibleNOW)