CHELSEA – Delta Management Associates, Inc. (Delta), a premier provider of tailored recovery solutions to the higher education community, today announced it has relocated the Bedford, New Hampshire center of excellence to Merrimack, New Hampshire. The new 40,000-square-foot center has been established to support the needs of Delta’s rapidly growing client portfolio and will add […]
The Plaintiff alleged that the Defendant violated the TCPA by calling her using an automatic telephone dialing system (ATDS) and by calling a phone number on the national do-not-call registry for the purposes of a telephone solicitation. D&B moved for summary judgment, arguing that the phone used to call Freyja was not an ATDS and the purpose of the call was not solicitation.
Practice Makes Perfect Scorecards – The Scorecard Series Operational scorecards are a standard method for reporting productivity and effectiveness for BPOs and captive contact centers. Most organizations set up scorecards to measure operational effectiveness and to ensure accountability. A good BPO scorecard will align closely with the client’s key performance indicators like average handle time […]
Issued by the FTC in 200 and 2002, the “deMayo Opinion Letters” were the last (and only) official opinions ever issued on the topic of first party outsourcing. Last week I had the opportunity to sit down with Mr. deMayo to discuss those letters. The following are excerpts from that interview.
Phoenix, Arizona – Empereon-Constar, a leading provider of comprehensive contact center solutions that span the entire lifecycle of a consumer account, announced today plans to open a new nearshore facility in Baja. This expansion allows Empereon-Constar to accommodate current and future client growth needs while delivering a strategic advantage to clients requesting a nearshore option. […]
A few months ago, insideARM and The iA Institute formally announced the inaugural First Party Outsourcing Summit. The conference is scheduled for October 12-14 at the Oakridge Hotel and Conference Center outside of Minneapolis. I know, I know. Your first reaction was: “Not another conference!”
In the ongoing process of implementing recently adopted NYDFS debt collection rules, yesterday the Department released two additional FAQs and posted amendments to the rule that have been adopted and will take effect on September 9, 2015.
In an order published last week United States District Court Judge Michael M. Anello from the Southern District of California denied Plaintiffs motion for class action certification in the case of Linda Blair, Diane Deal, and Shannon Collins v. The CBE Group, Inc. (CBE) (13cv134-MMA).
SAN FRANCISCO – LiveVox Inc., a leading provider of cloud contact center solutions for enterprise operations, announced that it will host an operations expert from EOS NCN to discuss emerging practices that take advantage of new technical capabilities. Al Weaver, Vice President of Operations for EOS NCN, will share his view of optimizing the mix of people, processes and […]
In a decision issued on August 19, 2015, Magistrate Judge Howard R. Lloyd of the U.S. District Court for the Northern District of California ruled that “human intervention” defeated a claim that a strip club contacted a consumer using an ATDS in violation of the TCPA. This may be the first time in the history of this publication that we have highlighted a case involving a strip club. However, regardless of the type of business, the case is relevant to the industry.