Teleservices

The Rise of Pro-Choice Customers

The Rise of Pro-Choice Customers

The era of "You Snooze You Lose" (YSYL) is quickly fading.

Report: Telecommunications advances affecting Do Not Call Registry

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The increased use of cell phones and Voice over Internet Protocol (VoIP) has changed the way the Do Not Call Registry operated over the past two years, according to a required biennial report to Congress from the Federal Trade Commission (FTC).

Discover's telemarketing practices in question

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Discover Financial Services' telemarketing practices came under fire this week as the Minnesota attorney general filed a suit alleging the credit card company made "aggressive, misleading and deceptive," calls on a variety of products, The Wall Street Journal reported.

FTC, federal court halt alleged robocall operation

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A US District Court judge in Chicago has temporarily frozen the assets and stopped consumer-facing calls from SBN Peripherals. The Federal Trade Commission, which requested the action, says the company and associated organizations placed more than 370 million calls to US consumers in the past year.

Travel campaigns on despite cuts

Travel campaigns on despite cuts

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Tourism boards are running direct and digital campaigns to attract consumers to their beaches, lakes and attractions for summer vacations, despite slashed state budgets.

FTC's Vladeck details updated telemarketing rules

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Earlier this week, a marketer and its agency settled a complaint with the Federal Trade Commission regarding telemarketing calls.

INCC acquires Millenium Teleservices

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International Consolidated Companies (INCC), the parent company of 121 Direct Response, acquired Millenium Teleservices on December 14. No staff changes are expected at the Edison, NJ-based teleservices firm.

Dialing for dollars

Dialing for dollars

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Over the past 30 years, there have been incredible shifts in how telemarketing is because of technology and legislation. Outbound calls had their heyday in the early 90s, until rigorous growth was curbed due to the National Do Not Call Registry.

TargusInfo, Telmetrics extend measurement partnership

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Consumer intelligence solutions provider TargusInfo has extended its partnership with Telmetrics to provide clients expanded data on telephone-based responses. The service can monitor TV, print, radio, direct mail and online ad campaigns.

New FTC regulations put limits on robocalls

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A new FTC rule goes into effect on September 1 prohibiting prerecorded commercial telemarketing calls to consumers, also known as robocalls, without written permission from the consumer.

Blue Cross Blue Shield of Tennessee dials up phone outreach

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Blue Cross Blue Shield of Tennessee (BCBST) has chosen Eliza Corp. to provide customer outreach call services as part of its new effort to be seen as a "health management" company. With Eliza, BCBST will enact various phone campaigns designed to encourage customer health and wellness. By engaging customers and informing them of BCBST's resources, the campaigns are expected to improve member retention.

E-mail, fastest growing direct marketing segment, expands double digits

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E-mail marketing spending will continue to expand at double-digit rates — 18.5% per year — for the next five years, according to Veronis Suhler Stevenson, a private equity firm, in its annual Communications Industry Forecast published on August 3. VSS specializes in the information and media industries. VSS puts the total spend for e-mail at $11.9 billion in 2008 and, by 2013, it forecasts e-mail will be a $27.8 billion business.

Interactive marketing to hit $55B in five years

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Interactive marketing spend will hit $55 billion and represent 21% of all marketing spending in 2014, as marketers continue to shift dollars from away from traditional media and toward search marketing, display advertising, e-mail marketing, social media and mobile marketing, according to Forrester Research.

Data quality is a customer service issue

Direct marketing relies upon reaching a targeted audience, based on customer data gleaned from point-of-sale, subscriptions and purchased lists. The potential for error when dealing with thousands or millions of customer records is indisputable and sometimes devastating. The horror stories are well-known: companies sending credit card offers to pets, children or even the deceased? These mistakes are inexcusable and easily avoided using basic data quality solutions.

Act prompty on leads for better conversions

There has been a longstanding debate over whether to immediately act on leads or to nurture them before handing them off to sales. While it is understandable, there are, in practical terms, very few advantages to waiting before acting on a lead — especially in a down economy. I would like to share three quick reasons why calling leads immediately will better serve your company.

Judge issues restraining order in robocalls suit

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A federal court judge today issued a temporary restraining order against telemarketing company Voice Touch Inc., of Florida, and its business partner, Illinois-based Network Foundations LLC, from making any further calls in violation of the National Do Not Call Registry and other provisions of the Telemarketing Sales Rule (TSR) and the FTC Act.

FTC files suits to halt car warranty robocalls

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The Federal Trade Commission today filed suit in federal court in Illinois against companies it said were responsible for millions of deceptive phone calls offering extended vehicle warranties. In two related complaints, the FTC said it took action against both the promoter of the warranties, as well as the telemarketing company it hired to carry out its deceptive campaign.

FTC ready to act on car warranty robocalls

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The Federal Trade Commission is close to taking legal action against companies responsible for the thousands of computerized car warranty calls reaching consumers nationwide, according to a letter from the agency chairman to Sen. Charles Schumer.

Bravestorm releases click-to-call software for SMBs

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Web site communication tool provider Bravestorm has released BoldCall Express, the company's first standalone click-to-call lead generation software for online publishers. Aimed at small businesses, the tool allows business owners to customize if or when a user of their site sees a pop-up prompting them to click to have a sales representative contact them directly.

Vonage selects TBWA\Chiat\Day and PHD

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Telecommunications firm Vonage has selected Omnicom's TBWA\Chiat\Day New York as its advertising agency and sister agency PHD as its media agency. The two Omnicom agencies will be responsible for all Vonage advertising activities.

DMA takes stand against FCC claim in mobile porting

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The Direct Marketing Association has filed comments with the Federal Communications Commission regarding the Petition for Expedited Clarification and Declaratory Ruling, filed by Paul D.S. Edwards, president/CEO, of the Consumer Information Center Inc. The DMA's comments address how the "porting" of a customer's telephone numbers from landlines to mobile affects the ability of marketers to contact those customers.

Up in a down economy

Jane Giles, director of business development for Cambey and West and president of the National Trade Circulation Foundation Inc. (NTCFI) contributed the tips below from the NTCFI's "Up in a Down Economy" luncheon series. In a panel discussion on March 12, Brian Snider, president and chief creative officer of GRI Marketing Group, and Jim Katz, VP sales and business development for RealMagnet, discussed ways for circulators to keep their heads above water in this challenging economy. Philip Scarano of Triad Services moderated.

Getting to Know: Rob Weisberg, VP of multimedia marketing, Domino's Pizza

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The pizza power-player discusses his transition from agency exec to client marketer and the best parts of the job -- besides free toppings

House defeats bid to delay digital TV switch

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The House of Representatives today defeated a bill that would have delayed the proposed switch from analog to digital television broadcasts to June.

Reach doctors with value

Reach doctors with value

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Marketing to healthcare providers is no longer about piles of freebies. Now, creative strategies are necessary to stand out.

Pharma distributor transitions to Salesforce CRM

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AmerisourceBergen Specialty Group, a distributor of specialty pharmaceuticals, has turned to Cast Iron Systems to help deploy its new Salesforce CRM system.

AT&T restructures ad business unit

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AT&T Inc., owner of Yellowpages.com, has realigned its advertising sales and product responsibilities under two new business units in a move to help streamline its advertising opportunities across its various channels.

Marketing medical devices

Marketing medical devices

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Successful marketing of medical devices — large and small — means getting doctors on board before targeting consumers.

Will direct mail remain a top channel?

Will direct mail remain a top channel?

With postal and production costs rising and more consumers looking to online, some say that direct mail may be nearing its end as an effective marketing tool — but others disagree.

Obama: Technology and customer service

Obama: Technology and customer service

In advance of Obama's election victory, it was clear that the US and global economies would be in trouble for a while. Whoever would become President-elect, one lingering consequence would be the need for companies in most, if not all, sectors of the economy to reduce capital expenditures. That didn't mean customer service should have to suffer or that technology expense would cease, but that enterprises would need to find alternative solutions to meet both ends of the customer care requirements: keeping their technology current and meeting customer service goals.

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