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.
In addition to managing the speed of the dialer, the California Compliance Package delivers new reports and management modifications for the ATOMS solution suite. For example, the ?Outbound Calls by State? report shows abandonment rates by individual states. The ?Line Side Statistics? report shows which states are being called at any given point in a campaign. These reports are available for both current and historical data, enabling users to meet the documentation requirements set forth by the new California guidelines. ?The world of the call center is an extremely dynamic environment,? stated James K. Noble, Jr., President and CEO of Noble Systems. ?With state and national regulations changing constantly, telemarketers and call centers must keep abreast of new legislation. As a provider of leading contact center technology solutions, Noble Systems views it as our job to stay informed and to provide our clients with the means to meet these changes. Toolsets such as the ?California Compliance Package? give our users the confidence that they now have better tools to help them to comply.?
About Noble Systems
Noble Systems Corporation is a global provider of complete contact center automation solutions. 15,000+ agents at more than 500 client installations worldwide conduct business from Noble Systems workstations using the ATOMS® suite of contact center technology. 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 automation solutions, including predictive dialing, inbound ACD, blended call processing, digital recording, quality control/monitoring systems, web integration functionality and graphical enterprise-wide workforce management.
For more information on this news item or the company, contact Lee Allum at 1.888.8NOBLE.8 x538 or via email at lallum@noblesys.com, or visit Noble Systems online at www.noblesystemscorp.com.
