Case StudyOutbound Telemarketing

Compliance

ETECH GLOBAL SERVICES IMPROVES

OUTBOUND CALL COMPLIANCE FOR FIVE

HIGH-PROFILE COMPANIES

THE IMPORTANCE OF COMPLIANCY

Call compliancy, or adherence to the laws surrounding telemarketing, is absolutely essential

for a business to lawfully operate. Failure to fully comply with the complex and ever-changing

federal and state Do Not Call rules is no longer an option for companies engaging in outbound

violations.

Depending on the state, penalties can reach $25,000 per infraction (which can be for something

as small as a single telephone call). The federal rules in the United States (promulgated by both

violation, and vigorous enforcement. Consumers continue to have the authority to bring a civil

action against the violating party and potentially recover civil penalties inclusive of court costs,

Generally speaking, the consequences of non-compliance are more severe than ever.

A Quality Assurance solution aids in reducing

compliance defects, by identifying gaps in training,

processes, monitoring and agent adherence. The

critical call compliance yardsticks that need to be

captured, measured and improved to reduce your

exposure include: DNC Handling, Unique State

Regulatory Requirements, CPNI, and Slamming/

Cramming.

A HIGH-PROFILE COMPANY

companies that Etech Global Services worked with

during the study, one company is one of the largest global communications companies. They

provide mobile broadband service and one of the largest voice coverage areas in the world. This

service provider giant also regulates one of the nation’s largest Wi-Fi networks and is one of the

most prominent providers of IP-based communication services along with an entirely IP-based

television network.

““Etech Global Services helped us reach our

Hispanic customers in a meaningful way. We

couldn’t be happier with the return on investment

results.

Experienced People. Innovative Technology. Remarkable Results.

Unique State Regulatory Requirements

Slamming/Cramming

DNCHandling

CPNI

Case StudyOutbound Telemarketing Compliance

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W H O I S E T E C H G L O B A L S E R V I C E S ?Etech Global Services is a leading provider of intelligent sales, service and technology solutions specializing in inbound and outbound voice and live chat. We understand the importance of customer relationships and are committed to making a remarkable difference for our clients. That’s why all of our solution strategies are driven by the ‘voice of the customer’. Our stringent QA process ensures a customer experience that’s always improving. We also gather critical business intelligence data from each customer interaction. We do everything with the highest integrity and quality possible. These differences allow us to provide innovative technology, industry-leading service, stellar CSAT scores, and high performing sales solutions that enable our clients to build stronger brands, strengthen customer relationships, and gain market share.

Copyright © 2013 Etech Global Services. All rights reserved.

THE CHALLENGE

Telemarketing companies know it is an ongoing challenge to ensure they are compliant

with the FTC rules, FCC rules, and unique state rules. Research shows on average,

only 60% of outbound calls are in compliance. Etech partnered with several companies

who were having the same challenges with the outbound telemarketing calls made

by their onshore/offshore contact centers. It is essential they ensure all calls, via their

contact centers, were in compliance with the federal, state and internal compliance

plan and effective way to measure progress.

SOLUTIONTo move toward better call compliancy, Etech’s quality monitoring team, Etech

Monitoring Solutions (EMS), began by designing an audit checklist and capturing

compliance data at the agent level by evaluating recorded sales and non-sales calls for

the sales calls and 20% of the non-sales calls for all telemarketing teams.

purposes. This was accomplished through the help of Etech’s state of the art QA

tool created by the internal development team. The reports tracked defects and

improvement opportunities at the agent, team and program level. The top recurring

team. Targeted refresher training programs were conducted for agents to better their

telemarketing skills.

RESULTSEtech Global Services surpassed goals that each company set for compliancy. Overall

compliance improved from the 50% accuracy range to 95% in a six-month period for all

Due to Etech Global Services’ expertise in compliancy programs and software, they

associated with non-compliance to federal and state requirements.

Month1 Month2 Month3 Month4 Month5 Month6

120%

100%

80%

60%

40%

20%

0%

Client E

Client A

Client B

Client C

Client D

Call Compliance Improvement Trends

Overall compliance improved from the 50% accuracy range to 95% in a six-month period for all

Experienced People. Innovative Technology. Remarkable Results.