Category Archives: News

Telescan Adds More Staff to Their Support Services Department

Telescan has recently added two people to their growing staff.  “The continued addition of our new employees displays Telescan’s striving dedication to improve our service to all of our customers,” said Patty Anderson, Telescan’s director of sales and marketing.  “That is our goal, to provide the best customer service in the industry.”

The Telescan IT department recently added Victor Kelley as the new Technical Support Services Specialist.  Victor brings his expert skills, broad experience, and innovative ideas to the designing, building and maintaining of Telescan equipment as well as assisting Telescan and Axon customers with hardware support.

The customer service department is happy to add its newest member, Angela Warren, to its staff.  Angela pulls double-duty as a technical support services specialist and a trainer for Telescan.

[Posted by Peter Lyle DeHaan, PhD  for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Amtelco Opens New Training and Data Facilities

Amtelco opened its new media and training center named for its founder, William J. Curtin.  The new William J. Curtin Media Center is designed to facilitate high-technology training, demonstrations, and meetings with a SmartBoard, high-speed Internet connections, and flexible seating configurations.  The Media Center recently housed the Infinity Intelligent Series Scripting Seminar.  Attendee Richard Press, President of Alpha Communications Management, said that “The new William J.  Curtin training room is an excellent facility for a small class such as this.”

The Media Center is also the location for recording Webinars.  The schedule of upcoming live Webinars can be found on callcenter.amtelco.com.  Hundreds of recorded Webinars are also available online to Amtelco service contract customers.

In addition, Amtelco has installed a new data center as part of an ongoing commitment to being technologically prepared for the future.  The data center consolidates all the Amtelco Internet and server facilities to improve communications, allow for future expansion, improve security and reliability, and provide faster response times to customers.

[Posted by Peter Lyle DeHaan, PhD  for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Telescan’s Spectrum Messenger’s User Profiles & SMS Text Messaging

Telescan released the latest Spectrum Messenger with its new user profile and SMS text messaging features.  These software enhancements are available to all Telescan and Messenger customers with the customer support program.
User profiles can be created for each recipient in the messenger client program, including a photo, phone number list, email address, and other facts about that user.

The Spectrum Messenger also allows for 2-way SMS text messaging to cell phones and is capable of interfacing with any telemessaging platform via a wireless modem or through a SMS service provider.  Messenger’s SMS text messaging offers auto-segmentation of long messages, replies from cell phones back to the sender through a custom SMS ID that distinguishes them from other senders, full logging capabilities, and integration with Telescan’s Spectrum data manager.

“Telescan is excited to bring these enhancements to our users,” said Patty Anderson Telescan’s Director of Sales and Marketing.  “We offer many features and enhancements as part of our customer support program.  Telescan will continue to develop software that will benefit the entire industry.”

[Posted by Peter Lyle DeHaan, PhD  for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

The New Canadian Do Not Call List

The Canadian DNCL (Do Not Call List) launched on September 30, 2008.

“Although the new Canadian legislation is very similar to the US Do Not Call laws, there are differences,” commented Scott Frey, president and CEO of PossibleNOW.  “Many direct marketers may not realize that Do Not Call compliance in both the United States and Canada goes well beyond scrubbing phone numbers.  For instance, direct marketers must maintain a company-specific Do Not Call list, and in Canada, you must also track a name along with the phone number.  There are also rules in Canada regarding contacting customers and prospects using the established business relationship exemption.”

The DNCL Website is currently accepting registration of residential telephone numbers.  Once registered, marketers have 31 days to remove those numbers from their dialers and calling lists.

For more information, visit the DNCL Website, lnnte-dncl.gc.ca (which is currently experiencing delays from heavy traffic).

[Posted by Peter Lyle DeHaan, PhD  for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

CAM-X Awards for 2008

The CAM-X Call Centre Awards of Distinction for 2008 are:

AAMCOM, Redondo Beach, CA
Answer 1 Communications, Phoenix, AZ
Answer Plus Inc., Toronto, ON
Direct Line Teleresponse, Berkeley, CA
Extend Communications Inc., Brantford, ON
FineLine Solutions, Winnipeg, MB
Focus Telecommunications, Inc., Elderburg, MD
Intercon Messaging Inc., Drayton Valley, AB
JAM Media Response, Borehamwood, Hertfordshire
PDL Contact Centres, Calgary, AB
Re:  Messaging Solutions Inc., Abbotsford, BC
Telelink Call Centre Inc., St. John’s, NL
Tigertel Alberta, AB
Tigertel, London, ON
Tigertel, Nanaimo, BC
Tigertel, Oshawa, ON
Tigertel, Province de Quebec
Tigertel, Toronto, ON
Tigertel, Vancouver, BC
Tigertel, Winnipeg, MB
Time Communications, St. Paul, MN

The CAM-X Award of Excellence are also announced and online on the Connections Magazine website.

[Posted by Peter Lyle DeHaan, PhD  for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

ATSI Owner’s Forum to Create a World Class Culture

The third annual ATSI Owner’s Forum will be held January 12-14, 2009 at The Chaminade Conference Center in Santa Cruz, California.  The agenda is designed to help teleservice call centers owners drive, develop, and create their team, culture of accountability, world-class performance.  Headliners committed to the program are Jack Daly and Cameron Herold.

Jack Daly delivers explosive presentations that inspire audiences to take action.  He understands how to build companies with great cultures because he has done it several times.  Jack leads with content, delivers with contagious enthusiasm, and leaves his audiences both wanting more and committed to taking action.  He brings 20+ years of field-proven experience.

During Cameron Herald’s tenure as COO at 1-800-GOT-JUNK?  He has a unique understanding of business and growing companies from having led business areas of operations, marketing, public relations, strategic alliances, sales, call centers and franchising.  Having an in-house call center gives Cameron insight into the call center industry.

The 3rd Annual ATSI Owner’s Forum is focused on the people who make a difference in every owner’s day-to-day accomplishments.

Call ATSI at 603-362-9489 for more information.

[Posted by Peter DeHaan for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

ATA’s Self Regulatory Organization Launches Auditor Certification Training

The American Teleservices Association (ATA) completed its first auditor certification training.  This training program provides an extensive three-day curriculum which includes an in-depth review of the ATA-SRO 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 in 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.  This is an exciting step for the association and the industry.”

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. The next course is scheduled in Akron November 12-14.

[Posted by Peter Lyle DeHaan, PhD  for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

Professional Teledata Announces SMS Text Messaging Integration

At the Fall P.I.N. meeting in Manchester, Professional Teledata announced that the latest release of its PInnacle Telemessaging System has complete SMS text messaging integration.

“Our users recently approached us about adding SMS text messaging to our PInnacle platform.  They cited their increasing frustration dealing with aging dial up paging terminals and the unreliability of emailing mobile devices, as compelling reasons to act immediately on this initiative,” said Jim Graham, Vice President of Development.  “We were pleased to be able to respond so quickly to our user’s requests with such a robust feature set.  As well as being able to send outbound messages to mobile devices via SMS text messaging, PInnacle is also able to process incoming SMS text messages when the recipient responds back to the agent who is dispatching via a SMS text message.  This cuts down significantly on ‘check-in calls,’ reducing labor and staffing levels.”

Allen Kalik, President of the company added, “The SMS text messaging integration gives the PInnacle user another tool to help streamline their business.  This new feature brings our product to a new level of automation, unmatched within the industry.”

PInnacle SMS includes a wireless GSM modem and all the software necessary to integrate two-way SMS messaging into PInnacle.

[Posted by Peter Lyle DeHaan, PhD  for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

ATA Favors FTC Amendment to Telemarketing Sales Rule

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 30-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%; however, until the amendments today, they differed in their standard of measuring the 3%.  Beginning October 1, 2008, both the FCC and FTC’s standard measures the 3% rate over a 30-day period.

[Posted by Peter Lyle DeHaan, PhD  for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]

FTC Issues Annual DNC Report to Congress

The FTC (Federal Trade Commission) recently issued their annual report to Congress about the status of the DNC (Do Not Call) Registry.  The full report is available online; it is for the fiscal year ending September 30, 2007.

The key numbers are:

  • 145 million numbers are in the registry (up 19 million names from last year)
  • 6,242 call centers accessed the list, paying $21.6 million in fees
  • 59,337 call centers accessed the list, for five or fewer areas codes, thereby paying no fees

A review of enforcement proceedings, including names and fines, is included in the report.

The report concludes with the following summary:

“As of the end of the fiscal year, more than 145 million telephone numbers were on the Registry. As a result of the recently enacted 2007 DNCIA [the Do Not Call Implementation Act], consumers whose registrations would have expired in summer 2008 no longer need to re-register their numbers.

“To promote the ongoing success of the National Registry, the FTC continues to pursue an active enforcement program, with numerous ongoing non-public investigations, which, as of the end of FY 2007, have resulted in twenty-five cases being filed, twenty-two of which have settled, bringing significant relief to consumers. Even though the FTC pursues an active enforcement program, data from surveys and analysis of complaints about do not call violations strongly suggest that compliance with the National Registry provisions of the Amended TSR is high and that consumers are receiving fewer unwanted telemarketing calls.”

[Posted by Peter Lyle DeHaan, PhD  for Connections Magazine, a contact center publication from Peter DeHaan Publishing Inc.]