Contact Center Solutions Featured Article

Study Shows Outbound Calling Legislation Having Little Impact on Overall Volume in UK

February 07, 2008

While consumers throughout the world often cheer when the contact center industry faces another regulation or law that limits their ability to call a consumer at home, those organizations that run the contact centers must find a way to continue to do business and remain in compliance.

According to The UK Contact Centre Operational Review (5th edition), a recent study of more than 200 contact centers carried out by ContactBabel (News - Alert), legislation curtailing outbound telemarketing is actually having little impact on the overall volume of outbound calls being made.

The ‘Outbound and Call Blending’ chapter of the report revealed findings that show proactive customer service—such as informing of delays and arranging deliveries—accounts for one-third of all outbound activity.

Sales calls to existing customers are still an important aspect of the contact center and these calls made up for 20 percent of outbound calls, with cold calling still accounting for 14 percent of activity.

“Legislation against outbound calling is cutting more deeply in the US, probably because the UK has a stronger service ethic,” said Carl Adkins, CEO, Infinity CCS (News - Alert), in a statement. “Only 4 percent of survey respondents said that they had reduced their outbound activity a great deal, with a further 17 percent saying that it had reduced slightly since legislation. These figures are less than half of their US counterparts.”

Steve Morrell, the report’s author and respected call center analyst, noted that the relatively low impact of legislation on outbound activity can be greatly attributed to the considerable amount of service and sales related calls made to the existing customer base, which generally do not fall under legislation against outbound calling.

Proactive outbound calling remains a powerful and effective branding technique, especially for reasons of customer service. Such a practice also provides the added benefit of avoiding unnecessary calls.

Morrell provided a prime example that when a business calls its customers to let them know the time of a delivery, it is providing a useful service to its customers, reducing inbound calls on the same subject, and saving the wasted cost of making deliveries to alternative addresses when no one is in to accept.

At the end of the day, contact centers still need to be able to contact their customers and prospective customers. The key is to do it in a way that not only complies with all laws and regulations, with also with accepted standards among consumer preferences. The smart center has already captured this information and can implement it into an effective strategy.


Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers whitepapers, case studies and other documents which are free to registered users. Today’s featured white paper is Call Center First Call Resolution Guide, brought to you by Enkata.

 
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page. 

Article comments powered by Disqus

Related Contact Center Solutions Articles

Golden Gate BPO Solutions Partners with NETCAST BPO Services

When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English. [ Read More ]
05/21/2015

AMC Technology Contact Canvas Integrates Contact Center Apps to Microsoft Dynamics CRM

In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff. [ Read More ]
05/21/2015

Lazy Dog Restaurants Partners with RRT On Takeout Management Solution

When it comes to the business world, customer satisfaction is the real currency that keeps a company going. This is true whether talking about a retail or restaurant or a call center. Lazy Dog Restaurant and Bar just announced it is taking the next step in increasing its customer service approach thanks to an agreement with Restaurant Revolution Technologies. The agreement will allow Lazy Dog to implement an innovative takeout order management solution that is going to be supported by the compan… [ Read More ]
05/12/2015

Boston Retail Partners' Survey Reveals 87 Percent Plan on Using Gamification

The latest survey from Boston Retailers Partners reveals retailers are implementing customer relationship management (CRM) solutions as a key enabler to influencing customers. And gamification has become an important tool as part of the CRM deployment. [ Read More ]
05/12/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!