The impact and status of the DNC List worldwide

Shawn KewleyAPCC – October 2007

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the game: telemarketing & sales

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telemarketing is a hot topic

Telemarketing is not popular business with customers and governments? Annoying Hate us Intrusive Staff not well trained Demanding

How many calls are like this?Some calls are just BAD not all.

The skills & knowledge you apply when dealing with a customer underpin

the contact experience.

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customers are fighting back …

Complain, tell others, tell familyTalk to the supervisor or managerAbuse the agent … speak rudelyDon’t answer the callsGo to voicemail or answering deviceAudio tape the contactContact the media or their politician

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how do we attack these issues?

Do nothingYou can address through proper quality

monitoring processesYour Industry Body can generate Codes

of Conduct to followOR your Government will introduce

legislation to regulate and penaliseHELLO … the Do Not Call Laws

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what’s happening around the world?

AustraliaNew ZealandSingaporeHong KongCanadaUSAUK

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winners? losers?

Depends upon your view and actions Outsourcing companies who perform

telemarketing well will prosper in a highly regulated market

More work for legal, compliance and database management staff

Politicians who win votes with popular law Other marketing channels – Door to Door Regulators gain more control Offshore cheaper locations telemarket you

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final words …

Do Not Call Laws affect everyone in a regulated new world of Telemarketing

CustomersTelemarketersContact CentresInbound servicesCareer optionsBusiness

What can you afford to do? Not do?