Protecting Agents From Costly Cold Calling Fines: How To Ensure Successful Compliance

Customer Inter@ction Solutions, Jan 2004 by Fotta, Keith

Companies selecting a DNC solution should look for the following, as cited in Celent's 2003 report, "Crunch Time For Do Not Call Compliance."

A strong fit with the company's business model. DNC issues are particularly important for companies that rely heavily on direct-to-consumer solicitations. This applies to both internal calling agents and to third parties making calls on behalf of a client company. Companies should look for a solution that will improve the company's image among prospects and maximize agent productivity.

Solid DNCfunctionality and ease -of-use. The solution must make it simple for agents to use the technology and reduce compliance risks. Such reliable functionality helps ensure:

* Multiple monthly certifications without price penalty;

* DNC numbers are eliminated before they are dialed, increasing dialer efficiency;

* Complete internal control over data flow and file storage;

* Improved workflow with the ability to schedule certification tasks;

* A common interface to all remote calling locations and different dialing devices;

* Identification of blocks as state, federal, DMA, internai or cell phone;

* Scalable data storage capacity;

* Entirely secure data transactions - call tables never leave the customer's network; and

* An automated user interface that provides calling agents the ability to add new, company-specific DNC requests to a common database from all locations

Real-time compliance and reporting. A successful DNC solution will allow for automatic call table certification against all state, federal, DMA, cell phone and internal DNC lists, ensuring compliance among geographically dispersed offices. In addition, companies benefit from having insight into the calling activity of all agents. Reports, which should be permanently archived, must detail a host of data, including numbers dialed, time of dial, connection status and call duration.

Compliance has become crucial to business success. Companies must abide by DNC laws, and must aggressively avoid any violations. When agents are trained, it should be clearly communicated that DNC compliance is just as important as lead generation and sales. A few wrong calls to the wrong consumers could very quickly impact businesses, costing hundreds of thousands of dollars in state and federal fines.

For information and subscriptions, visit www.TMCnet.com or call 203-852-6800.

BY

Keith Fotta,

Gryphon Networks

Keith Fotta is CEO of Gryphon Networks Corporation (www.gryphonnetworks.com), a provider of automated do-not-call compliance solutions for business. Gryphon's technology enables outbound telephone marketers to automatically manage compliance with all state and federal consumer do-not-call laws. The network-delivered technology provides nationwide, multisite, professionally managed do-not-cail compliance protection in real time. Call accounting and agent productivity reports for all calling locations are accessible via the Internet. Founded in 7995, Gryphon Networks is a privately held company headquartered in Norwood, MA.