The Key Elements of Self Regulation in the Call Center

As many of you know, the American Teleservices Association is creating the first self-regulatory organization for our industry that will incorporate audits and certification. The ATA represents the call centers, trainers, consultants, and equipment suppliers that initiate, facilitate, and generate telephone, Internet, and email sales, service, and support Relevant Products/Services.

Call centers offer traditional and interactive services that support the e-commerce revolution, provide specialized customer service for Fortune 500 companies, and generate annual sales of more than $500 billion. From our original work on the concept of an SRO (Self-Regulatory Organization), we have been focused on creating a long term partnership with the bodies that regulate our industry. In particular, we want to become part of the overall solution for remediation in appropriate cases for the FTC, FCC, and ultimately the States. For this reason, we involved the FTC and the FCC very early in the SRO design process to make certain we were in line with their thinking as well as that of our members. ... Go to source

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