Managing Outbound Compliance
Outbound dialling technologies are common place in UK call centres - yet the rules and regulations that govern them are not. As recently as 31 March 2009, OFCOM has stated that it is expects all users of outbound dialers to be fully compliant - or else risk a hefty fine.
Our white paper on managing outbound compliance has been developed by RXP based on our many years of experience of working in contact centres and with different types of outbound dialling solution. With the recent changes in regulation introduced by OFCOM, the time has never been better to review the role that outbound is playing in how you manage your proactive customer contact.
In our white paper we cover the key aspects of managing an outbound operation:
- the different types of outbound solution available – preview, progressive and predictive dialing;
- the appropriate Key Performance Indicators that you should be using – in particular the need to focus on Right Party Contact;
- the difference that technology can make in how you achieve both effectiveness as well as efficiency;
- and most importantly, the specific OFCOM regulations that you need to ensure compliance with.
This white paper therefore provides you with an understanding of the common challenges and factors that your organisation will need to consider if you want to exploit the benefits of outbound – without falling foul of the latest rules and regulations. Complete the checklist in the document to see where your current operation is right now.
