ATA Eyes Inbound Legislation

Share this content:
The American Teleservices Association has shifted its resources to address regulations proposed for inbound practices, the organization said yesterday.

"The ATA has been predicting for a few years now that once issues around outbound telesales were addressed to regulators' satisfaction, a new interest around inbound sales, customer service and technical product support would emerge," said Tim Searcy, the association's CEO. "The new legislation the ATA is tracking confirms that interest is growing at the state level."

Presenters will discuss inbound regulations at the ATA's summit in Washington next month, the association said.

The bills ATA is tracking:

· Oklahoma HB2783 would require any business doing inbound work with consumers in Oklahoma to make a live operator available if the customer zeroes out by pressing "0" or saying "operator."

· New Jersey A2089 would require telecom companies using an automated answering system or response system during normal business hours to have trained company representatives available to respond to customer phone inquiries and inform customers that they may have access to a company representative in lieu of the automated system.

· New Jersey A2712 would require cable TV companies to maintain a toll-free or collect-call telephone access line available to subscribers 24 hours a day, seven days a week, with trained company representatives available to respond to customer phone inquiries during normal business hours. After normal business hours, the access line may be answered by an answering service or automated response system, including an answering machine. Inquiries after normal business hours must be responded to by a trained company representative on the next business day. Under normal conditions, telephone answer time by a customer representative, including wait time, shall not exceed 30 seconds from when the connection is made.

· Rhode Island H7660 would require cell phone companies to provide customers with direct toll-free numbers to corporate contacts "other than [an] automated answering system" to resolve service inquiries. Cell phone companies would document all customer inquires and record the time, in minutes, spent resolving the issues raised by the customer. For any inquiry or dispute related to billing or service resolved in the customer's favor, "said customer shall be credited on their account one dollar for every minute spent resolving the issue or dispute."

Sign up to our newsletters

Company of the Week

Since 1985, Melissa has helped thousands of companies clean, correct and complete contact data to better target and communicate with their customers. We offer a full spectrum of data quality solutions, including global address, phone, email, and name validation, identify verification - available for batch or real-time processes, in the Cloud or on-premise. Our service bureau provides dedupe, email/phone append and geographic/demographic append services for better targeting and insight. For direct mailers, Melissa offers easy-to-use address management/postal software, list hygiene services and 100s of specialty mailing lists - all with competitive pricing and excellent customer service.

Find out more here »

Career Center

Check out hundreds of exciting professional opportunities available on DMN's Career Center.  
Explore careers in digital marketing, sales, eCommerce, marketing communications, IT, data strategies, and much more. And don't forget to update your resume so employers can contact you privately about job opportunities.

>>Click Here

Relive the 2017 Marketing Hall of Femme

Click the image above