Date published: 01.09.08 - not release date

Amcat customers embrace ‘Dial Responsibly' campaign - UK contact centres offer insight on why compliance makes good business sense

Oklahoma City, US / Manchester, UK, 24th August, 2006 - Amcat, a global leader in customer care & interaction solutions who launched its ‘Dial Responsibly’ campaign last week invited comments from customers on how they have developed their own top-down approach to compliance strategies and how other companies can learn from them.

Amcat’s Phil Hagen commented, “Many organisations are still under the impression that compliance is a confusing and expensive business with little or no pay back. We want to show other contact centres how successful and growing companies are dealing positively with increasing regulations and are receiving positive benefits from enhanced customer care and improved brand reputation.”

Head of Compliance & Risk at Bright Finance Rosie Appleyard, commented on their own road to compliance and the results, "Before I joined the company nearly two and a half years ago, we did not have a formal compliance strategy in place. Initially it was my responsibility to document a strategy to adhere to the Data Protection and Consumer Credit Acts. Since then, the more recent introduction of the FSA & OFCOM regulations has placed an even greater emphasis on compliance which is taken seriously by our whole organisation, from the Senior Management Team to our Front Line Agents.

But industry regulations have not been the only drivers. Our philosophy is to keep a customer for life, and being compliant helps us to do this. For example, we take the elimination of silent calls very seriously and believe this is solved from our perspective by meeting the Ofcom regulations and playing an informational message, for example. At Bright, we will never be in danger of alienating customers with a silent call. Also, we try not to call customers at inappropriate times.” The company’s Amcat system also handles inbounds calls effectively and has recently implemented a fully blended inbound outbound operation to improve customer services.

She continued, "Companies that aren't compliant should think again at the long-term effects this might have, not only on retaining customers, but also on their reputation. As Ofcom make more public examples of those that flout the law, any goodwill you previously had could be irreversibly damaged. That is why we have a long-term compliance strategy that is backed up by both our people and our technology. The most important thing I can tell you is this. The cost of compliance is easily won back in other areas of the business such as enhanced customer care and more personalised communications."

"Those that know they aren't compliant should embrace it rather than shy away, as the benefits far out-weigh the disadvantages. If you are looking for help in getting started, associations such as the DMA, can help you build a compliance strategy."

Another Amcat customer Black & White.co.uk welcomes Amcat’s stance on encouraging companies to become compliant

In 2004, mortgage company, Black & White’s business was 100% based on outbound calling, but with impending regulations, they re-engineered their operation to become compliant and support inbound outbound and blended contact and are now reaping the benefits.

Carl Higgins, Compliance Director at Black & White.co.uk commented, “It is possible for you to be compliant and still work in harmony with your business objectives. The competitive advantage you have is the ability to recognise risks and mitigate them through agreed effective controls.”

His advice to companies who are in early stages of becoming compliant, “Start with the end in mind and understand what you want to achieve? You must analyse the rules and overlay the principles to each procedure in your systems and controls. Constantly measuring how effective these controls are, should also be taken into account in your overall risk strategy. By continually reviewing your processes you'll achieve a successful compliance strategy.”

Using technology, Black & White.co.uk has been able to automate many of the regulatory requirements such as TPS cleansing, support for informational message, digitised recording, drop-rate management and on-line scripting.

The Amcat ‘Dial Responsibly’ programme encourages organisations involved in customer contact to create top-down driven compliant organisations that comply with all Ofcom regulations and respect the rights of consumers. Amcat also works closely with the DMA in its efforts to promote responsible contact centre operation.

To learn more about the Dial Responsibly programme contact Amcat on 0161 772 7100 or visit www.amcat.co.uk

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Editor’s Notes:

About Amcat:

Amcat™ is a leading provider of contact centre solutions that helps employees delight customers. With Amcat’s IP-based contact centre platform, organisations can guarantee that each customer contact is an intelligent, productive contact, increasing employee morale and customer satisfaction. The Amcat customer contact platform ensures that companies align their entire organisation around customer care, providing better service at lower cost. As a result, companies profit from better customer acquisition and retention metrics, and ultimately, more revenue and profit. Today, Amcat is helping over 2,000 companies delight their customers while improving efficiency, increasing productivity and enhancing professionalism. That’s Amcat. Creating prosperous companies through better customer service. For more info visit www.amcat.co.uk or call 0161 772 7100.

Press Contact: Jane Moores, TTA Communications LTD. Tel: 00 44 (0) 845 658 0120. e-mail: jmoores@ttauk.com

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