Contact Center Solutions Featured Article

The American Teleservices Association (ATA) has successfully completed its first auditor certification training class for its self-regulatory organization (ATA-SRO), which was held September 10-12, 2008. ATA claims the training class has opened the door for future seminars, the next one will be in Akron, Ohio, November 12-14.

 

The ATA-SRO has developed and adopted a set of industry standards which address consumer needs and seek to minimize the need for legislation by proactively setting ethical and professional guidelines within the teleservices industry. This training program provides an extensive 3-day curriculum which includes an in-depth review of the ATA-SRO standards, the audit process, and the accreditation process for contact centers. 

 

Upon successful completion of the training course, participants have an extensive understanding of the applicability of the ATA standards to contact center business practices. They can identify potential grey areas regarding regulation and auditing and have reviewed current statutes and regulations. A certified auditor is also prepared to anticipate relevant enforcement actions and related outcomes. The ATA program is designed to provide a comprehensive curriculum based on standardized auditing methodologies and procedures.

 

The ATA plans to offer its SRO Auditor Certification training several times each year. Companies seeking the services of an auditor may search for and select an ATA-SRO certified auditor through its online tools at www.atasroconnect.org.

 

The ATA created the SRO program and the standards over a year ago to help the teleservices industry deliver a positive experience for consumers that in turn will obviate the need for future legislation that restricts access to the channel for both consumers and marketers.

 

“The launch of the ATA-SRO’s first auditor class was an unqualified success,” says ATA CEO Tim Searcy. “The quality of the dialog, the instruction, and the testing instrument in the class has already created a buzz: our November class is nearly full. The ATA is quickly moving to develop its 2009 training schedule to keep up with the demand. This is an exciting step for the association and the industry.”