One of the biggest headaches experienced for companies outsourcing telemarketing activity is the issue of compliance especially when it comes to sales with some industries such as financial services and telecommunications particularly hard hit. As we always tell our clients who use outsourced vendors, they should always take responsibility for this and NEVER assume that their outsourced vendors are going to do what they should. Here are some of the key tips when dealing with compliance. Always consider the worst case scenarios and spell out the compliance procedures. You should also spell out the process for any changes with such things as scripts. We also recommend regular call calibration sessions where the client and operational personnel from the outsourced vendor. Telemarketing calls should always be subject to 100% call recording and kept for a pre-specified minimum period. This would normally be a minimum of 2 weeks for non-sales and 6 months for sales. It should be noted that all these recordings can take up a vast amount of server space so it may be appropriate for the client to store the recordings. We also advise regular audits of the compliance process. Specific details vary from project to project and we can advise on the extent of these audits. Another factor to consider is changes in regulations governing your industry. The client should always have 1 person who is responsible for communicating these changes to the telemarketing company at the earliest opportunity. Compliance issues are better dealt with as early as possible.
From a vendor point of view, compliance is equally as important. The reputation of vendors who fail in this discipline is quickly tarnished in addition to being a potentially expensive mistake. I've yet to meet a client who would say that compliance is less of an issue than the volume of sales and it's important for vendors to be able to demonstrate their expertise in this area during the sales process. Simply having accreditiations such as ISO9001 & ISO27001 are simply not enough to convince a client. It's also worth remembering that being able to demonstrate compliance is very important offshore where companies have faced far bigger problems than in domestic operations.