Noble Systems Gives Call Centers Ability to Meet Tougher Predictive Dialing Regulations in California

Noble Systems Corporation, a global provider of contact automation technology, announced its release of the ?California Compliance Package?, a set of add-on tools for its ATOMS® contact center management solution. This package is designed to help users of the ATOMS system to comply with the state of California?s new limits on telemarketing calls.

The California Public Utilities Commission has mandated new guidelines limiting allowable abandonment rates for companies utilizing predictive dialers to make phone calls to residents of the state. Beginning on July 1, 2002, the abandonment rate is set at 3%. After six months, predictive dialers will be restricted to an abandonment rate of 1%. Telemarketers are required to keep records of all abandoned calls to ensure compliance.

The ATOMS ?California Compliance Package? provides the tools that call centers need to manage their predictive dialing activities in accordance with the new regulations. For proactive center maintenance, the package includes a new call pacing method by which the speed of the predictive dialer can be controlled. The ?Target Abandon Rate? pacing option allows managers to determine the maximum level of abandoned calls permitted for any specific campaign. This new pacing method is the fifth pacing option to be supported by ATOMS, which already offers pacing control by target agent wait time, target average hold time, target drop ratio or fixed lines per active agent. With this new pacing method, the predictive dialer will adjust the speed with which new calls are placed as the abandonment rate approaches the threshold, allowing call centers to manage their programs within the parameters of the California abandonment rate.