The California Public Utilities Commission has mandated new guidelines limiting allowable abandonment rates for companies utilizing predictive dialers to make outbound phone calls to residents of the state. Telemarketers are required to keep records of all abandoned calls to ensure compliance. This paper provides outlines of new regulations. It also presents suggestions for technologies and methods that contact centers can use to stay in compliance with the new laws, not only in California, but as they may apply to other states in the future.
The Telemarketing and Call Center industry is the target of several legislative changes that will affect the way companies conduct their day-to-day business. The Federal Trade Commission has enacted new regulatory guidelines that place limits on abandoned call rates, require ANI broadcasting, and impose adherence to a National Do Not Call list. Each of these rules can have a substantial impact on managing a call centers operations. Noble Systems have developed a series of innovative features and reports that can be used to control contact center activities, offering the arsenal of tools needed for total legislative compliance.
Noble Systems has developed the NSC system to reside on the Linux platform. As the fastest-growing business operating system, Linux offers ""five 9s"" reliability for a level of stability unmatched in the marketplace. With a host of development and system management tools and the ability to seamlessly interface with other platforms, Linux delivers a proven operating system with a lower total cost of ownership. This paper outlines some of the advantages of the Linux platform over a Windows NT environment.