Atlanta, GA ? The Federal Trade Commission?s National Do Not Call Registry has received over 26 million registrations, with the number expected to rise to 60 million by the time the new DNC laws go into effect. In addition to facing fines of more then $10,000 for DNC violations, telemarketers must also comply with new regulations for caps on abandoned calls, calling hour restrictions, and future caller ID rules. Noble Systems Corporation, a global provider of contact center technology solutions, enables customers to comply with FTC legislation.
The Noble Systems contact center technology suite gives users a ?fully-equipped? compliance package that includes a comprehensive set of features and reports designed to directly address the new FTC regulations. With its ?FTC Compliance Package?, Noble Systems helps telemarketers manage Do Not Call lists, limit abandoned calls, record sales and transactions, correctly display caller ID announcements, and meet reporting requirements to demonstrate compliance. Users benefit from the industry?s most advanced toolsets, including:
- DNC Server: Noble Systems? DNC Server offers real-time number screening against DNC lists while a campaign is being dialed, so that even new requests made to the center can be honored immediately. The database makes a log of any DNC hits while dialing, and provides complete reporting of DNC activity. The DNC Content Service offers updates of federal and state DNC lists. Noble Systems also gives call centers the ability to exclude campaigns that are exempt under the TSR rule.
- Abandoned Call Caps: Noble Systems utilizes an advanced ?Lockdown? mode to control its call pacing algorithm to help centers manage ?abandoned? calls. This mode ensures that system dialing is performed in accordance with the rate caps for abandoned calls. Switching of a live call to an available agent is performed within milliseconds of the call progression detection. Unlike many systems, Noble Systems? lockdown mode continues to support the use of answering machine detection, transferring calls to agents in about one-half second when this option is turned on. The lockdown mode can be turned off for campaigns that are not subject to the laws.
Noble Systems tracks time to the hundredth of a second and recognizes any call that has not been switched within the two second limit. A pre-recorded message can be played for any of these calls, either with a campaign-wide message, a message from a specific agent, a customer-specific message, or even to offer an IVR menu.
The system also offers full features for abandoned call reporting. The database records call hold times, and reports any call in queue for more than two seconds, even if that call is eventually transferred to an agent.
- Calling Hour Restrictions: Noble Systems helps companies manage calling hour and holiday calling restrictions for varying state guidelines. The system identifies phone numbers by area code, and local time is supported by zip codes. This functionality will also help centers comply with proposed ?dinner call windows.?
- Sales and Transaction Recordings: Noble Systems delivers a built-in, fully integrated solution for call recording. The Digital Recording System (DRS) provides the ability to record telemarketing calls for verification of sales and customer information. The recording option can be turned on and off by call or screen, either automatically or by the agent, or used on a system-wide basis.
- Caller ID Displays: Noble Systems has always supported the use of ANI Broadcasting to display caller information to customers with caller ID or privacy boxes.
Noble Systems? clients enjoy the confidence that their technology helps to keep them in regulatory compliance. Eric Kraftsow, Vice President of Craftmatic, a long-time Noble Systems user with multiple locations, says, ?We turned to Noble Systems to help us deal internally with both state and federal laws. They truly acted as a partner in helping us prepare for the new age of compliance. We recommend Noble Systems to all of our friends and distributors.?
Another user of the Noble Systems solution at several sites, Mr. Frank Chaput, General Manager of Select Security Services, Inc., states, ?Obviously, DNC list compliance is a big issue, and it can be a very costly one for call centers. Noble Systems gives us the ability to screen our calling list against DNC requests and filter out numbers before they are dialed. We feel confident using the system, knowing that we won?t make the mistake of calling a number on the DNC list.?
?Noble Systems recognizes the importance of the new FTC regulations. They offer an opportunity to improve the quality of business within our industry,? says James K. Noble, Jr., President of Noble Systems. ?We are equally supportive of the companies that are affected by the changes. Those companies that have the tools in place to meet all of the new requirements have a great competitive advantage. The Noble Systems solution has always given our clients a powerful contact center management tool with advanced features to drive their contact center activities. Now, our solutions become even more crucial to their operations, by offering the right set of tools to meet the new challenges of the regulatory environment.?
To learn more about Noble Systems? FTC compliance offer, please contact us at 888-866-2538 or email us at info@noblesys.com.
About Noble Systems
Noble Systems Corporation is a global provider of complete contact center automation solutions. 30,000+ agents at almost 600 client installations worldwide conduct business from Noble Systems workstations using the ATOMS® contact center technology platform. Noble Systems is a part of the world?s leading customer communications organization, with operations in more than 30 countries. Founded in 1989, Noble Systems manufactures, sells and supports award-winning contact center technology solutions, including predictive dialing, inbound ACD, unified call processing, ERMS and web integration, universal queues, IVR, digital recording, text-to-speech, quality control/monitoring systems, and graphical enterprise-wide workforce management.
