Telemarketing Tag Expands

The telemarketing sector is facing some flak of late from many departments

. There are the authorities like the Federal Trade Commission (FTC) that want a clamp down on the call center agents making these calls to customers and there are the receivers themselves who don't want to receive them. In a way it is fighting a two-prong battle. In such a situation, the telecom authorities have decided to include some other business ventures into the telemarketing services slot. For example, BPO agents calling on behalf of business advisors and counselors will be considered as telemarketers. They will be subjected to the same laws that call centers are subjected to. In case of violations, they will have to pay a similar penalty as the BPO service firms that are bona fide telemarketers.

The process of demarking the boundaries started when various call center agents started violating the laws in the guise of advisors and counselors. The FTC had to modify their rules to protect the consumers. BPO agents who were handling financial and insurance projects called consumers and demanded payment against their service even before they had rendered it. Debt was the domain where the consumers were being targeted. Call center services posing as debt consolidation agents asked that they be paid to avail their services. The reality was that before they offered any debt recovery, the call centers were actually adding to the debt! The consumer complaints reached the FTC and they decided to ban telemarketing firms from claiming payments before they rendered services. The FTC felt that because of these fraudulent firms the debt-ridden don't get any relief. Instead, they are plunged into deeper debt.

After the FTC, now it's the Canadian telecom authorities that have resolved to stop this extraction of money. The guardian body of telecom in Canada has decided to blur the differentiation between advisors and telemarketing agents. As a result of this, advisors and counselors have to adhere to the telemarketing services laws of the country. They cannot call up any number that is listed on the National Do Not Call list. They also have to pay attention to the timings when they are not supposed to call. They will have to respect the privacy of their customers. For those BPO agents who are calling up legitimate customers, they will have to identify themselves with their names and phone numbers. Violations of these rules will result in penalties and other monetary hassles.

These restrictions are hurdles on the way of the genuine telemarketing firms. However, they are necessary to protect the consumers from the fraudulent ones working in the call center sector. It's the duty of every service provider to respect the privacy of the consumers. That is part of the industry-recommended and accepted policy. That is not a hindrance to the business. Telemarketing services that care for the privacy of the consumers generally get better results than those who violate them. The business process outsourcing sector has to function with these rules in place. The faster we accept and make legitimate ways, the better it will be for the BPO firms.

Telemarketing Tag Expands

By: jems hug

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