Contact Center Solutions Featured Article

Australian Call Center Company Hired to Maintain National Do-Not Call List Fined for Violation

January 08, 2013

How’s this for irony: the call center outsourcing company that maintains and operates Australia’s consumer “do-not-call” list is itself being fined by the Australian Communications and Media Authority (ACMA) for making unauthorized calls to numbers listed on the do not call registry.

Business process outsourcing company, Service Stream Solutions provides call center services to a range of organizations and government agencies. It also operates the nation’s Do Not Call Registry on behalf of the ACMA.

A recent investigation by the ACMA found that off-limit numbers were incorrectly included on a Service Stream Solutions calling list used during a 10-week campaign arranging installations for energy-saving products. As a result, the government communications agency is fining Service Stream Solutions AUS $110,000 (US $115,300) for the violations.

Australia’s Do Not Call legislation was passed by the nation’s Parliament on June 30, 2006, creating the Do Not Call Register Act of 2006. The Australian Communications and Media Authority was deemed to be responsible for establishing and overseeing the register, and it, in turn, appointed Service Stream Solutions to operate the registry.

Service Stream Solutions reportedly made over 7,000 calls during the period in question, and the problem was not identified because the list wasn't re-checked against the register, as per ACMA requirements, which dictates that lists must be checked every 30 days, the website Smart Company is reporting.

ACMA noted that its investigation findings relate solely to the Service Stream Solutions for-profit telemarketing business and the penalty has not had, and does not have, any impact on the operation of the register.

Similar to the U.S.’s Do Not Call registry, which falls under the auspices of the FCC (News - Alert), Australia’s registry has attracted some criticism for exempting unsolicited calls from charities and political parties. It also has been criticized for not allowing the inclusion of small business numbers on the register.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!