ATA News

The American Teleservices Association (ATA) is the only non-profit trade organization dedicated exclusively to the advancement of companies that utilize contact centers as an integral channel of operations. ATA members include companies with inbound or outbound contact centers, users of Teleservices, trainers, consultants, and equipment suppliers who initiate, facilitate, and generate telephone, Internet, and e-mail sales, service, and support.

Founded in 1983, the American Teleservices Association (ATA) represents more than 4,000 contact centers that account for over 1.8 million professionals worldwide. Contact 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 $900 billion.

ATA provides leadership in the professional and ethical use of the telephone for conducting business and is committed to serving the needs of its members, recommending the highest standards of quality for the channel and protecting the rights of consumers. Members benefit from the ATA's strong advocacy at the national and state level; advanced and timely educational opportunities and business-building events; advocacy and support in the public realm; and rich and trusted resources for Teleservices professionals. 

Contact ATA, the American Teleservices Association, at 317- 816-9336.  Also, look at the ATA newsfeed for the latest updates and check out ATA podcasts.  The ATA has established a self-regulatory organization (SRO); see www.atasroconnect.org.

ATA Announces 2012 Board of Directors (January 2012)

The American Teleservices Association (ATA) announced its national board of directors for 2012 following their meetings at the Washington Summit. The ATA is excited to announce that Mike Rauscher, CMO of HomeServe USA, has been elected as the new chairman of the board. Mike brings six years of experience as an ATA board member and twenty years of consumer marketing and contact center experience. The ATA 2012 board of directors includes:

Executive Committee

• Michael Rauscher, CMO of HomeServe USA, Chair

• Mark Boehmer, Senior VP of 360CRM, Vice-Chair

• Dean Garfinkel, president of Quality Voice and Data – a QSC Company, Treasurer

• John Nelson, senior VP of Bank of America, Secretary

• Lisa DeFalco, CEO of TPG TeleManagement Inc., Chair Emeritus

Board of Directors:

• Jane Bulman, VP, Telesales of COMCAST

• James Danz, managing partner of Trident Business Management

• Michael Eubanks, senior VP and Counsel of Stonebridge Life Insurance Company

• Lori Fentem, president of Synergy Solutions, Inc

• James Maratea, former senior VP of the Allant Group, Inc

• Derek Martin, director, Relationship Care of American Express

• Barb Merwin, global head of Protection Insurance of HSBC

• Tim Searcy, CEO of Accent Marketing Services

• Robert Simmonds, VP, Travel Operations of Disney Destinations

ATA Names Christine Haerich as VP of Membership Services (January 2012)

The American Teleservices Association (ATA), the nonprofit organization dedicated to serving the customer contact industry, has named Christine Haerich as VP of Membership Services. Chris brings nearly twenty years of executive level experience in the contact industry and has held leadership roles in companies such as Protocol, Aegis, and DialAmerica.

Throughout her career, Chris has been a strong proponent for the ATA and its membership and has a history of volunteerism for the association. She currently serves as the ATA’s Midwest Chapter president and has chaired the chapter president’s committee for three years. “I am thrilled at the prospect of continuing to help grow our community of contact industry professionals,” said Chris, “My new role will allow me to spend more time helping ATA members achieve their membership goals.”

Chris has received two ATA Chapter awards, the ATA Spirit of Philanthropy Award, and the ATA Fulcrum Award. “Chris’s expertise in critical areas such as contact center compliance and quality, along with years of leadership at the chapter level, makes her perfectly suited for this role,” said ATA’s CEO, Phil Grudzinski. “We are truly excited to have her join the national team.”

ATA “Call for Speakers” for 2012 Convention & Expo (December 2011)

The American Teleservices Association (ATA) has requested presentation/panel proposals for its 2012 Convention & Expo, April 29-May 2, 2012, at the Westin Diplomat Hotel in Hollywood, Florida. The sessions proposed should complement the convention’s theme of “Managing Customer Experience in a Digital World,” which will be highlighted by nationally recognized keynote speakers. A national marketing campaign will begin shortly.

Interested speakers should apply by January 31, 2012. Download the presentation/panel info sheet from http://ataconnect.org/convention/docs/2012conventionspeakerinfo.pdf and apply at http://ataconnect.org/convention/callforspeakers.

ATA-SRO Seal of Accreditation Awarded to Etech Global Services (November 2011)

Etech Global Services, a global business process outsourcer, has received the ATA-SRO seal of accreditation. The ATA-SRO incorporates aspects of governmental regulations and consumer protection rules for contact centers. The goal of the ATA-SRO is to assure a positive teleservices experience for consumers and provide an objective system that reinforces a company’s commitment to government compliance.

Companies seeking the highest caliber of customer care, best practices, and compliant behavior can apply to receive the ATA-SRO seal of accreditation. Knowing that Etech’s contact center is providing the highest level of care and compliance protects both Etech and its clients from potential fines, penalties, attorney fees, and resource costs resulting from noncompliant behavior.

“We are highly committed to quality customer care and compliancy,” said Matt Rocco, president of Etech Global Services. “The ATA-SRO accreditation process took over a year and will be a large commitment to maintain. However, this is just one of a number of steps we are taking to ensure that Etech Global Services provides best practice support to our clients.”

American Teleservices Association Announces New CEO (September 2011)

The American Teleservices Association (ATA) announced that Phil Grudzinski has been named its new CEO, effective immediately.  Mr. Grudzinski formerly served as chairman of the ATA board of directors for four years and has served in a variety of senior management roles within companies such as American Express, General Electric, and Sears, Roebuck and Company.

Mr. Grudzinski has over twenty years of progressive leadership experience in retail, corporate, direct marketing, and financial services environments encompassing general management, direct marketing, and financial roles.  He has a proven record of accomplishment for driving growth and large-scale change in complex, multi-matrixed organizations using teleservices as a primary distribution and service channel.

“Phil’s extensive experience with the ATA and the teleservices channel and his proven leadership in transforming business practices made him the best person for the position,” said Lisa DeFalco, chair emeritus of the ATA board of directors, who led the executive search committee that considered candidates. 

“I’m honored to have the opportunity to serve the ATA in this capacity,” said Grudzinski.  “We are positioned today to advance the interests of the industry and consumers in ways that would have been unimaginable even five years ago.”

ATA Names Robert Kobek as Interim President (March 2011)

The national board of directors for the American Teleservices Association (ATA) named Robert Kobek to serve as interim president as part of the Board’s succession planning involving the announced departure of its current CEO, Tim Searcy.

“Bob Kobek has been a part of the fabric of the ATA for the past seven years and has a long history of contact center experience at all levels,” says board chairman Phil Grudzinski.  “Currently, he and his team are responsible for the successful operations of our annual conventions.  As interim president, Bob will continue with convention operations with the added responsibilities of managing our daily operations.  We retain the highest confidence in our management team and staff that facilitate all of the daily activities of the association.

“We will certainly miss Tim,” Grudzinski continued, “and we wish him and his family all the best as he pursues his new career opportunity.  Tim has made tremendous contributions to our industry and for the advancement of the American Teleservices Association.  Tim will continue to be a part of the Association and will serve many key transitional roles throughout the convention.”

ATA Convention Update (March 2011)

The American Teleservices Association (ATA) is finalizing plans for new and exciting elements at its Annual Convention and Expo, March 13-16, 2011, Phoenix, Arizona, at the JW Marriott Desert Ridge.  For the first time, the event will be held in the spring.  So far, the response is tremendous and registration is already higher than last year. 

The convention’s focus is on applied ideas of consumer management: how they have succeeded, how they have affected the bottom line, and how new and improved methods have avoided risk to company safety and banked revenue.

Keynote speaker Gary S. Laben, twenty-year marketing veteran and CEO of KBM Group, will talk about “Optimizing Customer Engagement in a Time of Dynamic Change.”  Other topics include chat, wireless, optimized customer engagement, employee relations, social media, analytics-based routing optimization, and PCI compliance.  The event promises practical, proven solutions for everyone, including upper management, HR executives, campaign managers, compliance officers, and marketing professionals. 

Event highlights include a general session with Tim Searcy and special presentation from ATA’s interim president, Bob Kobek.  Popular returning elements include hot topic roundtables, speed networking, an opportunity exchange, and the annual awards gala.

ATA Announces Convention Details (Janaury 2011)

The American Teleservices Association (ATA) announced preliminary details for the 2011 Convention & Expo, March 13-16 in Phoenix, Arizona at the JW Marriott Desert Ridge. Contact center professionals will hear a keynote presentation from Gary Laben, CEO at KBM Group. Plus another special guest speaker announced soon.

"This year our goal is to provide tools to guide companies and contact centers from good to great and from great to excellent," said ATA CEO Tim Searcy. "Many companies have been forced to make small fixes to really big problems. The approach has to be significant and that means going above and beyond what customers expect and what they have experienced in the past, even if those experiences were good."

In addition to the speed networking sessions, hot topic roundtables, and Opportunity Exchange, the 2011 ATA Convention & Expo will provide presentations on a diverse set of topics including: texting and wireless compliance, effective benchmarking practices, how to monetize the social media experience, the benefits of the work-at-home model, multi-channel customer access strategies, and PCI compliance.

Speakers and panelists at the event will use case studies, research, analytics, and technology solutions as the basis of their content. Presenters will focus on the successes and challenges of their organizations and clients.

Annual ATA Awards (December 2009)

During its 2009 Convention & Expo, held October 4-7 in New Orleans, American Teleservices Association (ATA) recognized individuals, ATA chapters, and member companies for their significant contributions to the ATA and their impact on the teleservices industry.  The 2009 ATA award recipients were:

• ATA Expo Best of Show Awards: PossibleNow; Etech; Contact Center Compliance; 360CRM

• Chapter Recruitment Awards: NY Metro Chapter and Great Lakes Chapter (2008 Q3); Great Lakes Chapter (2008 Q4);  NY Metro Chapter (2009 Q1); Ohio Valley Chapter (2009 Q2)

• Foundation Award: John Stanovcak of WorldShoring

• Fulcrum Award: Ray Pollum of NobelBiz

• International Teleservices Champion: Patricia Alzate of Teleaccion

• Making a Difference Awards: Inktel Direct, TCIM, Protocol Global Solutions (Outstanding Corporate Citizen Awards); ATA Arizona Chapter (Outstanding Philanthropic Chapter Award); Gary Pudles of AnswerNet (Spirit of Philanthropy Award)

• Pioneer Hall of Fame: Warren Golden of Cyber City Teleservices

• Award for Vendor Excellence:  Possible Now

• Technovation Awards: Contact Center Compliance (online Compliance Guide), Verint Systems, Inc. (Impact 360 Speech Analytics product), Pearson--Knowledge Technologies (Versant English Test), Cicero (CTI capabilities and .NET framework)

NobelBiz Executive Honored by ATA (December 2009)

NobelBiz Corporation, a facilities-based carrier dedicated exclusively to serving the call center industry, announced that Raymond Pollum, vice president of sales, received the Fulcrum Award during the American Teleservices Association's (ATA) Annual Convention and Expo in New Orleans, Louisiana.  The Fulcrum Award is the ATA's highest honor, recognizing the extraordinary contributions to the ATA by industry leaders and outstanding individuals in the teleservices business. 

"I am truly honored to be recognized for this award by the leaders in the teleservices industry," stated Pollum.  "I accept this award on behalf of my fellow Ohio Chapter board members and my team at NobelBiz whose tireless efforts afford me the opportunity to dedicate time and resource in support of the ATA and its mission."

Tim Searcy, chief executive officer of the ATA, presented the award and added, "Ray's dedication to the teleservices industry deserves our greatest admiration and recognition.  The topic for this year's convention was ‘Answering the Call,' and Ray is a great example of doing just that through his dedication and support of the ATA at both the chapter and national levels."

ATA Convention Goers Volunteer in a New Orleans Community (December 2009)

Attendees of the annual American Teleservices Association's (ATA) Convention and Expo, themed "Answering the Call," recently joined forces with HandsOn New Orleans to expand a site at the Mid-City Community Garden.  Contact center professionals volunteered their time to clear debris, assemble canopies, and paint gardening structures at a garden that assists in feeding some of the city of New Orleans' most needy families.  The goal of the ATA staff and board is to encourage member companies to discover the value of employees working together to benefit their local communities.

 Call Centers Care was launched in 2007 to encourage and highlight the association's member companies that make philanthropy part of their corporate culture.  "Call Centers Care is an important initiative that affects communities across the country.  During our 2009 Convention, the ATA was proud to recognize the selfless acts of member companies TCIM, Protocol Global Solutions, and Inktel Direct as leaders in corporate citizenship," said ATA CEO Tim Searcy.  The ATA also recognized the philanthropic efforts of the members of the ATA Arizona Chapter and Gary Pudles of AnswerNet for his individual contributions to Call Centers Care.

InfoCision Receives ATA-SRO Accreditation (October 2009)

InfoCision has received accreditation from the American Teleservices Association (ATA) Self Regulatory Organization (SRO).  InfoCision is only the second company to achieve this accreditation for upholding the highest standards of quality and compliance in the teleservices industry.  The ATA-SRO was created to encourage and enable self-monitoring of compliance standards and rules defining appropriate teleservices practices.  

Many foresee that the ATA-SRO accreditation will set a new standard for quality in the teleservices industry, where companies will only hire accredited call centers to handle their business.  The ATA has indicated that some company members in the cable and consumer entertainment industries are already requiring accreditation of their vendors or making it part of the inquiry process.

"As a recognized leader for teleservices excellence, we are proud to be setting a new trend in the industry," commented Steve Brubaker, InfoCision senior vice president of corporate affairs.  "Since we are just the second company to achieve this distinction, it puts us at a competitive advantage over virtually every other call center provider.  Over time, I expect this accreditation to gain wider recognition."

The accreditation process was overseen by external auditor, Michele Shuster of MacMurray, Petersen, and Shuster, LLP.

ATA Will Be "Answering the Call" In New Orleans  (September 2009)

The ATA's (American Teleservices Association) 2009 Convention & Expo will "Answer the Call" this year in New Orleans on October 4-7.  Contact center professionals will convene to understand best-practice strategies for economic recovery, learn how to respond to the changing face of customer communication, and hear about pressing legal issues regarding call center operations and management.

"The 2009 theme, ‘Answering the Call,' is really about understanding how to maximize the value of every contact with each and every customer or prospect," said Tim Searcy, ATA CEO. 

United States Senator David Vitter (Louisiana) will open the conference as a special guest speaker, and keynote presenter Joe Gilliam's address is "How to Create a Positive Culture in the Service Industry."  In addition, the breakout sessions will offer specific implementation strategies, and numerous exhibitors will display emerging technologies. 

Attendees can network during the ATA Expo, attend on-site and off-site networking events, and join the fun during the ATA-Political Action Committee event and the Annual ATA Awards Gala and Casino Night festivities.  The Call Centers Care initiative will work at a Habitat for Humanity service project at the convention's conclusion. 

ATA Expands Philanthropic Initiative through Call Centers CARE (July 2009)

ATA's (the American Teleservices Association) Call Centers CARE activities commenced last year with a partnership with Habitat for Humanity of San Antonio.  This year, attendees of the recent ATA Washington Summit gathered to volunteer their time in support of two local Washington, DC, organizations: Thrive DC, a homeless service center, and DC Central Kitchen, a community kitchen that provides more than 4,500 meals a day.

Contact center professionals in ATA chapters across the United States actively contribute to numerous charitable causes of their choice.  On a national level, the association makes available various organized philanthropic efforts to further demonstrate that professionals in the teleservices industry contribute in a personal way and serve as good community partners.

"I am proud of the professionals in our industry who make an effort to have a positive, professional, and personal impact on the lives of others," said Tim Searcy, ATA CEO.  "Many members who attend the chapter and the national events participate in the Call Centers CARE activities because they allow them to make significant contributions while volunteering alongside other contact center professionals."

ATA Midwest Chapter Meeting to Feature Joe Gilliam (May 2009)

The Midwest Chapter of the American Teleservices Association (ATA) will host a daylong event titled "Cash: Positive Leadership in a Negative Environment."  The May 14, 2009, event will be held in Omaha, Nebraska and targets call center managers, supervisors, trainers, quality assurance personnel, and executive leadership.  The event is open to both members and nonmembers.

"Coach Joe was the number one-rated speaker at the Fall 2008 ATA Convention in San Antonio.  He brings a supercharged energy to his audience.  It is exciting to have Joe speak at a Midwest chapter event," noted Christine Haerich, Midwest Chapter president. 

The ATA is the only nonprofit organization dedicated to the advancement of companies that utilize call centers as an integral channel of operations.  The Midwest Chapter is one of eleven ATA regional chapters in the United States with members from Nebraska, Iowa, Minnesota, Wisconsin, South Dakota, North Dakota, Kansas, and Missouri.

To register call Lisa Nye Ford at 317-816-9336.

ATA Experiencing Continued Growth (April 2009)

The American Teleservices Association (ATA) reported steady growth and solid event attendance despite the country's difficult economic atmosphere.  ATA continues to experience success in retaining its membership, particularly in comparison to similar membership-based trade organizations.  ATA also remains on track with an initiative to improve digital offerings and enhance local events, as well as continuing its contact center compliance seminars.  These free full-day seminars will be offered in six cities during 2009.

"It is humbling to watch ATA's member companies renew their membership at higher than average rates.  And in the face of tough times, new members continue to join our association," ATA CEO Tim Searcy commented.  ATA expects consistent event participation in 2009 as indicated by higher than average early registration rates for the upcoming Washington Summit, ATA's annual legislative conference to be held April 26-29.

Additionally, ATA announces staff changes to continue its support of members and industry professionals.  Kim Brandt will expand her role as director of marketing and member acquisition, and Lisa Nye Ford has been named director of member services.  ATA also welcomes two new staff members, Jeremy Thompson, member development associate, and Marquisha Bridgeman, marketing communications specialist.

ATA Self-Regulatory Organization Marks Several Milestones in 2008 (Jan 09)

During 2008, the American Teleservices Association (ATA) deployed its self-regulatory organization's auditor certification program, whereby individuals can attain expert status as contact center auditors to ensure the highest levels of compliance with state and federal regulations.  The ATA promotes standards and protocols that not only meet but in some cases exceed the regulatory requirements mandated by state and federal governance. 

"This is the year that our association brought the SRO [Self-Regulatory Organization] into formal practice.  We believe its programs will serve as the model for the industry," said Tim Searcy, ATA CEO.

The ATA-SRO also held two compliance auditor certification courses, at the University of Akron Taylor Institute for Direct Marketing.  Instruction was led by ATA corporate counsel Mitch Roth, an attorney and partner with Williams Mullen.  Upon successful completion of both training and testing, attendees received ATA-SRO Certified Auditor status and are now available to conduct compliance reviews for companies seeking formal industry accreditation.

In addition, the ATA-SRO accredited its first audited contact center company, The Charlton Group, a teleservices firm based in Madison, WI.

Call Compliance's VP of Sales Among First ATA-SRO Certified Auditors (Dec 08)

Bernie Goulet, vice president of sales for Compliance Systems Corporation, known as "Call Compliance," has successfully completed and obtained auditor certification from the first self-regulatory organization (SRO) auditor class conducted by the American Teleservices Association (ATA).  Mr. Goulet was one of eight individuals from a class of eleven attending the course to pass the certification test.  The examination was given at the Taylor Institute for Direct Marketing, located on the campus of the University of Akron.

"I believe completing this course will give me the ability to help our company better serve our clients throughout the world and provide even stronger compliance with the various government regulations in our industry," stated Goulet.

"A self-regulatory organization exercises some degree of authority over an industry or profession," explained Tim Searcy, CEO of ATA.  "Our decision to form the ATA-SRO was based on the belief that ignoring a consumer issue only creates harsher recourse by the government.  The goal we've set for our SRO is not only to deliver a positive teleservices experience for our customers, but also to help our members tackle tough issues that would otherwise face governmental scrutiny."

ATA's Self-Regulatory Organization Launches Auditor Certification Training (Nov 08)

The American Teleservices Association (ATA) completed its first auditor certification training.  This training consists of an extensive three-day curriculum, including an in-depth review of the ATA-SRO (ATA-Self-Regulatory Organization) standards, the audit process, and the accreditation process for contact centers. 

"The launch of the ATA-SRO's first auditor class was an unqualified success.  The quality of the dialog, the instruction, and the testing instrument in the class have already created a buzz, and our second class, scheduled for November, is nearly full," stated ATA CEO Tim Searcy.  "The ATA is quickly moving to develop its 2009 training schedule to keep up with the demand."

Upon successful completion of the auditor training course, participants have an extensive understanding of the applicability of the ATA standards to contact center business practices.  They can identify potential "gray" areas regarding regulation and auditing and have reviewed current statutes and regulations.  A certified auditor is also prepared to anticipate relevant enforcement actions and related outcomes.

The ATA plans to offer its SRO auditor certification training several times each year.

ATA Favors FTC Amendment to Telemarketing Sales Rule (Oct 08)

The Federal Trade Commission (FTC) announced two amendments to the Telemarketing Sales Rule (TSR).  The amendments will clearly bar telemarketing calls that deliver prerecorded messages unless a consumer previously has agreed to accept such calls from the seller, as well as technically modifying the TSR's method of calculating the maximum permissible level of "call abandonment." 

"We are pleased about the FTC's decision to measure abandonment rate on a thirty-day basis similar to the FCC," stated ATA CEO Tim Searcy.  "Although previous petitions stalled, subsequent comments and efforts by the ATA, in collaboration with the FTC, created a new opportunity to address the abandonment rate issue."

An outbound call is "abandoned" if a person answers it and is not connected with a sales representative within two seconds of the person's completed greeting.  Both the FCC and FTC prohibit abandonment at a rate of 3 percent; however, until the amendments today, they differed in their standard of measuring that 3 percent.  Beginning October 1, 2008, both the FCC and FTC's standard measures the 3 percent rate over a thirty-day period.

ATA to Celebrate Twenty-Five Years at Upcoming Convention (Oct 08)

The American Teleservices Association's (ATA) 2008 Convention at the Grand Hyatt on the River Walk in San Antonio will mark a milestone in ATA history: The association will celebrate its twenty-fifth year as they convene October 5-8, 2008.

"Over the course of the past twenty-five years, we have improved benefits which enhance business for our members, our industry has survived the Do Not Call legislation, our association has developed strategic relationships with the FCC, FTC, and other governing bodies, and we have strategically crafted self-regulatory standards and created the ATA Self-Regulatory Organization to support those standards," said ATA CEO Tim Searcy.

Content to highlight ICE - the Ideal Customer Experience - remains central to this year's convention.  The ATA-PAC, the association's political action committee, will host an entertainment/fund-raiser event.  The two-day schedule of educational seminars and networking events will be followed by a day of philanthropy as the ATA launches its first national Call Centers Care project, working with Habitat for Humanity.  Keynote speakers are Mickey Alam Khan, Michael Abbott, and David James.

ATA's Auditor Certification Training Now Available (Jul 08)

The American Teleservices Association (ATA) announced that the first auditor certification training program for their self-regulatory organization will take place September 10-12, 2008 at the Taylor Institute for Direct Marketing at the University of Akron in Ohio.  This program provides an extensive three-day training course reviewing the ATA-SRO standards, the audit process, and the accreditation process. 

"Offering this certification program for auditors is an important step in building the strength of our industry's self-regulatory organization," stated ATA CEO Tim Searcy.  "Though this training, the ATA will enable individuals to assist contact centers in maintaining compliant operations.  We have received strong interest in enrollment in this innovative program, and we look forward to working with the many skilled individuals who wish to become certified auditors."  Upon successful completion of the auditor training, participants will have an extensive understanding of applying the ATA standards to contact center business practices.  The ATA plans to offer its SRO Auditor Certification training several times each year.

ATA Supports FTC "Operation Tele-PHONEY" (Jul 08)

The Federal Trade Commission (FTC) announced the largest telemarketing fraud sweep ever coordinated by the agency.  Through "Operation Tele-PHONEY," the FTC filed federal district court complaints against thirteen allegedly deceptive telemarketing operations.  Combined with the actions by other enforcement agencies, the sweep encompasses more than 180 cases that include civil and criminal actions in the U.S. and Canada.

The American Teleservices Association (ATA), a nonprofit professional trade association representing the contact center industry, is in strong support of "Operation Tele-PHONEY."  ATA upholds efforts to enforce ethical business practices to protect the public, both business and consumer, from fraudulent telephone calls.  The ATA does not condone deceptive practices via the telephone and promotes channel-wide self-regulation along with the support of consumer groups.

Tim Searcy, the chief executive officer of the ATA, stated, "The current antifraud provisions contained in the FTC's Telemarketing Sales Rule (TSR), as well as the existing state and federal criminal laws, are sufficient to protect consumers, provided they are enforced aggressively."

ATA has taken its own measures toward self-regulation and enforcement of fraudulent activities within the teleservices industry by creating a Self-Regulatory Organization (SRO).

ATA Supports Congress' Decision to Extend DNC (Apr 08)

Congress recently addressed two bills affecting the future of the National Do-Not-Call Registry (DNC).  There are approximately 150 million people who have listed their phone numbers on the DNC Registry, and there has been a large political effort to ensure that consumers' information will not be purged from this list. 

H.R. 2601 was passed by a House vote and forwarded to the president to allow the Federal Trade Commission (FTC) to continue to collect fees to support the DNC program.

H.R. 3451 would result in the DNC registry becoming permanent, eliminating the need for consumers to reregister their phone numbers after a specified period of time.  This bill is set to be approved by the Senate and then sent to the White House for review. 

Tim Searcy, the chief executive officer of the American Teleservices Association (ATA), said, "We are in support of a permanent Registry, but we would like the assurance that it is being appropriately updated.  We would encourage the FTC or Congress to require phone companies to provide a record of all disconnected numbers so they can be removed from the DNC - making the list more accurate."

ATA Joins the American Red Cross to Aid the Dominican Republic (Jan 08)

The American Teleservices Association (ATA) announced that it will partner with the American Red Cross to aid victims of Hurricane Noel in the Dominican Republic.  Tim Searcy, chief executive officer of the ATA, stated, "This is the first time the ATA has enlisted its entire membership in a disaster relief effort."  The ATA is reaching out to its 500 members to provide assistance, as it has had a long-standing relationship with many businesses in the Dominican Republic.

The ATA sought the help of the American Red Cross, who responds to over 70,000 disasters annually.  The core of Red Cross disaster relief is the assistance given to individuals and families affected by disaster to enable them to resume their normal daily activities independently. 

Additionally, several of the ATA chapters are incorporating these relief efforts into their local events to assist those in need.  By raising awareness and educating their members, both the ATA and the American Red Cross aim to help the residents of the Dominican Republic rebuild their lives in the wake of Hurricane Noel.

ATA Supports FTC Director Testimony on DNC (Dec 07)

In a Capitol Hill testimony, The Federal Trade Commission's (FTC) Bureau of Consumer Protection director Lydia Parnes touched on the Do Not Call (DNC) Reauthorization Act.  If passed, this bill would make the DNC Registry permanent.  Ms. Parnes testified that the FTC will not remove any telephone numbers from the DNC Registry until Congress passes a bill to make the DNC Registry permanent or the FTC passes a rulemaking on the topic. 

Tim Searcy, the chief executive officer of the American Teleservices Association (ATA), said, "We would be in support of a permanent Registry if we had the assurance that it is being appropriately updated.  We would encourage the FTC or Congress to require phone companies to provide a record of all disconnected numbers so they can be removed from the DNC - making the list more accurate." 

Searcy continued, "Until that happens, we support the extension of the current list."

Currently, the DNC Registry is set on a five-year cycle, expiring after five years to allow the FTC to properly cleanse the registry and to provide consumers the opportunity to reconsider their registration.

ATA Supports Reauthorization of Do-Not-Call Registry Fees (Oct 07)

The American Teleservices Association (ATA) announced its support of the Senate Commerce, Science and Transportation Committee's bill reauthorizing the Federal Trade Commission to charge telemarketing companies fees to purchase the Do-Not-Call Registry, which allows them to check their call lists against those individuals who have opted out of receiving certain telephone solicitations.  In particular, they expressed excitement over the provision of the bill that calls for a reduction from the current maximum access fee from $17,050 to a national maximum of $14,850.

"After a steady increase in DNC access fees, this fee reduction and eventual stabilization brings much needed predictability to the industry," commented Tim Searcy, chief executive officer of the American Teleservices Association.

ATA did note that the issue of access fees should not be the only aspect of DNC legislation that should be under serious consideration.  With Searcy's direction, one goal of ATA is to encourage the government and regulators to look more closely at strengthening regulations concerning "established business relationships" as well as consumer protection enforcement provisions.

ATA Turns Its Focus on Delivering the "ICE" (Sep 07)

The American Teleservices Association (ATA) has made it their mission to spread the message and tools for creating the "ideal customer experience" (ICE) for teleservices companies.  At this year's ATA Convention and Expo, September 30--October 3, attendees will learn best practices on hiring, training and workforce management, as well as strategies to balance performance with compliance, evaluate service delivery systems, and investigate technology - all of the tools they need to create "ICEmakers" in their organization.

Tim Searcy, ATA chief executive officer, explained the association's motivation to focus on the customer experience.  "Our goal was to assemble a roster of speakers with expertise at various stages of a customer's experience within teleservices to speak on what works - and what doesn't work - in creating the ideal customer experience."

"Consider the current state of teleservices - specifically, customer service and telesales," Searcy added.  "A lack of positive customer experience has spawned consumer complaints leading to new laws regulating the industry and the promise of even more unwanted government attention in the future." 

ATA Supports Obama Comments on Telemarketing Fraud (Jul 07)

The American Teleservices Association (ATA) responded to comments made by Senator Barack Obama concerning telemarketing fraud.  Senator Obama said that, while telemarketing and electronic commerce "represent important ways for many seniors to participate in the economy as merchants and consumers," he is concerned about whether the enforcement actions of the Federal Trade Commission are sufficient to prevent fraud targeting the elderly. 

As a nonprofit trade association dedicated to teleservices (call centers, users of telemarketing, suppliers, and consultants of call center services), ATA believes the issues of fraud enforcement must be examined more universally and not focused solely on telephone business practices.  Tim Searcy, chief executive officer of the ATA, commented that "fraud is fraud regardless of the channel the criminal uses…direct mail, email, advertising, person-to-person, etc.  This issue is far larger than the teleservices industry."

ATA has taken its own measures toward self-regulation and enforcement of fraudulent activities within teleservices.  Recently, ATA released its first draft of contact center self-regulatory standards.  Once finalized, ATA and the Federal Trade Commission will likely determine the appropriate enforcement structure for the new standards.

FTC Supportive of Self-Regulation for Contact Center Industry (Jun 07)

The American Teleservices Association (ATA) released the first public draft of self-regulatory standards for the contact center industry at their annual Washington Summit in April.  The standards were compiled by ATA's Self-Regulatory Organization (SRO).

A keynote speaker at the Summit was Federal Trade Commission (FTC) Commissioner J. Thomas Rosch.  "The FTC strongly encourages self-regulatory efforts that provide clear guidance to industry and create effective enforcement mechanisms to protect consumer rights," stated Rosch.  "I would like to compliment [ATA] on the thoughtful and thorough job [it] has done in undertaking this comprehensive self-regulatory initiative."  Commissioner Rosch acknowledged that professionals within an industry have the "inside knowledge on how best to craft best practices" and said that self-regulation provides a "critical complement to the FTC's law enforcement actions."

Tim Searcy, chief executive officer of ATA, is optimistic about the future of these standards.  "The ATA continues its commitment to a balanced approach of consumer driven contact delivery and business encouragement through self regulation."   Questions concerning the standards should be directed to ATA.

ATA Raises Money for BBB Foundation
to Promote Ethical Business Practices (Jun 07)

The American Teleservices Association's (ATA) Great Lakes Chapter, in conjunction with The Better Business Bureau Foundation, on March 21 provided an in-depth workshop on the rules and regulations for businesses that utilize the telephone to market their products and services to consumers.

In developing a workshop that would benefit Better Business Bureau members, the two organizations realized that many small businesses do not have the resources to identify all of the requirements for conducting business by phone safely.  The workshop was a fund-raising event, netting $2,300 to support the Better Business Bureau Foundation.  A portion of the proceeds will help fund the Students of Integrity Scholarship Fund and support other foundation programs.

Presenters Michele Shuster of MacMurry, Cook, Peterson, and Shuster, New Albany, OH and Jim Beuoy of Ameridial Inc, North Canton, OH led the workshop on behalf of the ATA. 

The BBB Foundation educates consumers and businesses about marketplace ethics and wise decision-making, awarding up to six annual $1,000 Students of Integrity Scholarships.

ATA Releases Teleservices Glossary of Terms (May 07)

The American Teleservices Association (ATA) recently released their first version of a glossary of teleservices terminology.  The glossary (available in both electronic and printed form) contains over 500 terms utilized by inbound and outbound contact centers.  The tool was designed to serve as a quick reference guide for experienced teleservices professionals or as a training tool for new professionals.

ATA also plans to develop an online tool where users can provide feedback about the definitions.  ATA chief executive officer, Tim Searcy, believes this initiative will bring a higher level of uniformity to the industry.  "In my thirty-plus years of experience in the teleservices industry, I have seen countless discrepancies in the terminology surrounding call centers.  A clear glossary with a dynamic means of change would be have been invaluable to me, as well as literally thousands of people I have worked with in this business."

Founded in 1983, the American Teleservices Association represents more than 4,000 contact centers employing more than 1.8 million professionals in the United States and numerous foreign countries.

ATA to Unveil Self-Regulatory Standards at Summit (Apr 07)

The American Teleservices Association (ATA) announced plans to unveil Self-Regulatory Standards to its members and other industry professionals at the 2007 Washington Summit, April 22-25 at the Hyatt Regency Crystal City.

The Self-Regulatory Organization (SRO) of the American Teleservices Association will conclude a yearlong development process by delivering the first public draft of the standards to all attendees.  Attendance at the event will include 300 executives, compliance officers, government affairs officers, attorneys, and other professionals from diverse industries.  Attendees will have the opportunity to provide their feedback and directly influence the future of the standards.

"Dramatic changes in teleservices have created a pressing need for consistency and reliability which can be counted on by consumers," said Tim Searcy, chief executive officer of the American Teleservices Association.  "We believe that an entity independent of call centers available to create broadly accepted standards would help satisfy that need.  Our goal is to use a combination of existing state and federal regulations and new standards to provide better customer service."

ATA Launches Benchmarking Tool with Purdue (Apr 07)

The American Teleservices Association (ATA) launched a new benchmarking tool for companies with inbound or outbound contact centers.  The association partnered with Purdue University's Center for Customer Driven Quality to produce in-depth analyses designed to encourage participants to conduct a self-assessment of their call center performance as compared to top performing contact centers.

"Benchmarking is an absolute necessity for contact centers to establish or maintain their competitive advantage," stated Tim Searcy, chief executive officer of the American Teleservices Association.

The benchmarking reports provide contact centers with a means to compare their performance with that of their peers and competitors.  Companies may use the results to help improve employee and customer satisfaction and/or increase their operational efficiency and effectiveness.  Participating contact centers will have the option to select the free "reality check" report, or the more "in-depth" industry report, valued at $1,500.  ATA Members will receive both reports. 

According to Richard Feinberg, director of the Center for Customer Driven Quality at Purdue University, "Benchmarking is like going to the doctor for a checkup.  It is essential to see what is normal and what may be abnormal."

Purdue Partners with ATA (Mar 07)

Purdue University's Center for Customer Driven Quality will team with ATA (American Teleservices Association) to collect research and provide education on the more than 57,000 contact centers in the United States.

"The call center is at the forefront of delivering customer satisfaction, and our Center for Customer Driven Quality has been at the forefront of producing research and education since 1989," said Richard Feinberg, director of Purdue's center.  "Through our partnership with one of the largest trade associations of contact centers in the nation, we can continue to provide broad educational, research, and professional leadership to companies everywhere."  An estimated 25 billion calls are made to companies to ask questions, solve problems, or conduct business, according to Feinberg.

"Education is a core belief of the ATA," said Tim Searcy, ATA's chief executive officer.  "Purdue's research, especially their benchmarking studies, is both innovative and beneficial to the growth of business.  Everyone has been interested in accurate, timely, and relevant benchmarking information to improve operations in contact centers, and our partnership with Purdue delivers on that need."

Washington Summit to Address Political Climate of Teleservices Channel (Jan 07)

The 2007 ATA (America Teleservices Association) Washington Summit will take place April 22-25, 2007.  This year's summit will be host to three influential speakers, including Paul Begala, political contributor and Democratic strategist on CNN's The Situation Room; ATA CEO, Tim Searcy; and Bill Greener of Greener & Hook, who performs strategic consulting structured around public opinion, public policy, and political considerations.

The teleservices channel currently employs nearly 4 percent of the United States workforce.  Contact centers employ over 5.2 million people in almost 57,000 locations.  These statistics are just one piece of evidence that demonstrates the necessity of this channel to work closely with both Washington policymakers and consumers to strive toward a symbiotic balance of interests.

Attendees will consist of CEOs, vice presidents, compliance officers, government affairs officers, attorneys, and other professionals, all seeking guidance on new regulations and compliance standards, pending legislation that will affect their business practice, and, perhaps most importantly, having the opportunity to meet with policymakers about issues that affect the livelihood of their industry. 

ATA's Commitment to the Industry Reflected in Promotions (Jan 07)

Two dedicated and respected individuals within the American Teleservices Association (ATA) received promotions effective November 1, 2006.  Zachary Rice was promoted to director of government affairs.  Rafael Manzón was promoted to director of business affairs. 

Rice will coordinate all legislative and regulatory priorities for the ATA on Capitol Hill and in state houses across the country as well as manage the ATA-PAC.  He will continue the strides the ATA has taken over the last several years to keep contact centers in compliance with federal and state regulations.

As director of business affairs, Manzón will be responsible for the comprehensive management of the ATA's non-dues revenue activities.  Additionally, he will be responsible for maintaining current member services that depend on outside partners as well as developing new member services.

These promotions mark a significant turning point for ATA members.  According to Tim Searcy, CEO of the ATA, "The ATA's unwavering commitment to the teleservices channel in both valuable business relationships and government affairs will directly benefit our members."

ATA Awards for Technology Advancements (Dec 06)

The 2006 Technovation Award, bestowed at the 2006 American Teleservices Association's Annual (ATA) Convention, recognized companies with the most innovative products and services.  The winners met specific criteria in the areas of innovation, uniqueness, usefulness, availability, customer experience, and cost. 

"Every year, industries within the teleservices channel are making leaps and bounds in technological advancements," stated Tim Searcy, CEO of the ATA.  "The ATA Technovation Awards recognizes this innovation and fosters a continuing focus on new product development." 

The winners in the New Product Category were:

• Bridge Decision Technologies: for CenterBridge, a strategic planning application creating hiring plans, budgets, and forecasts.

• Noble Systems: for its contact center technology solution, Noble Composer^TM, an agent desktop with flexible scripting and a graphical interface.

• SER Solutions, Inc., for CPS Enterprise Edition, an outbound product, offering predictive dialing, call blending, outbound IVR, and more.

• TeleDirect International, Inc., for Liberation's Dialog Management Solution, which provides a unified agent desktop.

In the New Service Category, the winners were:

• NobelBiz, for LocalTouch, a service designed to increase outbound campaign effectiveness.

• Orion Marketing Group, Inc., for Chat2Phone, a proactive Web chat service.

ATA Pleased Over FTC Decision on Abandonment Rate Issue (Nov 06)

The American Teleservices Association (ATA) announced that their supplemental comments to a petition to amend the abandonment rate effectively triggered the FTC's announcement that it will request comments regarding amending the Telemarketing Sales Rule (TSR) standard pertaining to how to measure the maximum acceptable abandonment rate.  "Although it appeared that the previous petition had stalled, subsequent comments and efforts by the ATA have created a new opportunity to address the problem," stated ATA CEO, Tim Searcy.

An outbound call is "abandoned' if a person answers it and is not connected with a sales representative within two seconds of the person's completed greeting.  Both the FCC and FTC prohibit abandonment at a rate of 3%; however, they differ in their measurement standard.  The FCC's standard measures the 3% rate over a 30-day period.  The FTC's current standard is to measure per day, per calling campaign.  The dual standards and resulting confusion have caused many outbound contact centers to struggle to adhere to the two conflicting federal standards.

"The FTC's current standard presents contact center management with significantly greater compliance obstacles," added Searcy.

ATA Supports FTC's Enforcement Efforts (Mar 06)

In response to the FTC's announcement of their settlement with DirecTV, the ATA (American Teleservices Association) has announced its enthusiastic support of the Commission's decision to its members and media partners.

"The ATA supports the FTC in their efforts to enforce the guidelines in place for the teleservices industry," said ATA CEO, Tim Searcy.  The ATA encourages its members to review their practices and procedures to ensure they are in compliance with the FTC's regulations.

"The ATA is glad to see the FTC showed restraint with this enforcement.  The settlement allows DirecTV to move on and conduct business that is compliant.  ATA has been encouraging much greater enforcement and we are pleased with the FTC's actions today," said Mr. Searcy.

"It's not about breaking the rules or finding a way to get around them.  It's about understanding the rules so that your company can be in compliance," said ATA's Manager of Government Affairs, Zachary Rice.

The ATA hosts several Compliance Seminars throughout the year.  The goal is to educate attendees about the details of regulations and how they can ensure that their companies are not targeted for actions.

ATA Welcomes Two New Team Members (Sep 05)

ATA (The American Teleservices Association) has welcomed two new members to the management team.  Andrew Johnson has joined ATA as the Manager of Member Services, and Zach Rice has become Manager of Government Affairs.

Before joining the ATA, Johnson worked with the Indiana Academy of Family Physicians in their education department, coordinating the speakers and materials for the annual meeting.  Johnson also worked on the Congressional campaign for Indiana's seventh district in 2002 where he managed the Rising Star Committee.

Rice has been involved in Indiana's legislative process through several facets. He has worked for the Indiana Secretary of State, Indiana Auditor of State, and the Majority Caucus in the Indiana State Senate.

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