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

Contact Center Solutions Week in Review

The word "spanning" comes to mind in looking at the news and insights this past week in the Contact Center Solutions Community. Not only were there items that speak to the global impact of contact center solutions, but we spanned a broad range of important topics including omnichannel and metrics. [ Read More ]
08/30/2014

Rise in Cloud Contact Center Traffic Volume in 2014

Voxbone says it saw a 14 percent increase in call volume (in minutes) over the last six months which it points out has been validated recently by IDC Research who is predicting that spending for on-demand cloud contact centers in the U.S. alone will increase from $733.3 million in 2013 to $1.6 billion in 2018. [ Read More ]
08/29/2014

Scripts and Metrics Only Take Call Centers So Far

Performance metrics are not the end-all be-all of call center performance. Companies desperately struggle to make their call centers operate more efficiently, at lower costs, with more calls completed per hour, and with fewer return complaints. However, when reaching for those goals, some businesses fail to make their centers better overall, as if the sum of those individual parts was something more. [ Read More ]
08/28/2014

CSG Announces New Agreement with Leading Latin American Mobile Operator

A top Latin American Mobile Operator recently signed a new agreement with CSG International to support its next-generation data and analytics capabilities. [ Read More ]
08/28/2014
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!