National Do Not Call Register

Comment added May 3: The userwebsite is www.donotcall.gov.au

Click on the following link and you can download the Australian Government's National Do Not Call Register Act 2006 that comes into effect on May 31. The explanatory statement of the legislation might be easier as it provides an overview. At least it's only 12 pages!

Unfortunately there has been little industry consultation (again) and there is much confusion out there. This blog is to assist in the implementation and compliance of the legislation.

In addition to the DNC, all outbound calls will need to comply with the Telemarketing Standards. Can I suggest you download and read this document. It is only 9 pages and is very clear. You may also wish to read the Guide for Telemarketers.

Below is a very simple overview of our obligations under the act. I invite questions for which I will try to get some answers.

• Any private subscriber can register for free from May 3, (originally we understood it to be May 17).
• Before you ring a number you must "wash" the number against the DNC. This is done by registering with Service Stream Solutions Pty Ltd. More information about how to do this will be published shortly. You will need to pay for this service.
• You must not be more than 30 days behind.

Have a scout around the ACMA website and associated links, post your questions and we'll try to get some answers. You can also register with ACMA to receive updates by subscribing to this email address donotcalltaskforce@acma.gov.au.

Telecommuting - does it, will it work?

This was orginally posted March 8, 2007

Telecommuting is the idea of working from home.

Is this the future for contact centre agents? We have the technology. A google search has over 3 million hits.

It has some advantages. It's a safer working environment especially for night shifters but what about the social aspects of work. Interaction in the workplace according to Herzberg is necessary.

What do you think? Would you want to work from home doing contact centre work? Would you be happy to have remote team members if you are a team leader.

Click below to add your comments

What are some positive rather than negative phrases we can use?

This was orginally posted February 4, 2007

Suppose a customer calls you because an order they placed has not yet arrived. They want to find out when delivery can be expected. What do you say? I often hear agents say, "I’ll have to ring the warehouse." There are very few "have to’s" in life. I wonder if, psychologically, when we get a call like that we think, “Gee I wish I didn't have to do that!”. It makes our thinking negative which can actually 'be heard' in the way we say it. When I ask people to turn this negative statement into a positive one, more often than not they turn it into a neutral one such as, "I will ring the warehouse for you."

An alternative way, which would be more positive, might be to say, "I'd like to ring the warehouse for you."

The phrase “I’d like to” rather than “I’ll have to” actually creates a whole different way of thinking. You can extend this even further by varying your voice qualities. For example, if you speak more softly and a little slower and say, “What I'd like to do for you is…” it can sound as though you're doing something very special just for that customer.

What positive phrases have you used and, more importantly, how do you say them? Click on the link below and make your contribution.

When things are quiet ....

This was orginally posted December 3, 2006

Well, it's holiday time for some but maybe you're still at work. How do you spend your quieter times?

Many years ago when I worked in a call centre, (we didn't know we were in a call centre because the term hadn't been invented yet!), we had some quiet times occasionally. I found a manual for the computer system and, as I flicked through it, found all sorts of short cuts on how to do "stuff" which I could pass onto others. The call centre was with an airline. I even found out how I could cancel or reschedule a flight!!! - not that I ever did that! Security was different 30 years ago!

These days many people have access to the internet. What sites have you discovered to help you in your role? In my monthly newsletter, (click here to access), I have suggested some websites to look at.

This month's blog suggests that you might like to add to the list or give your opinion of websites that are particularly helpful and why. Or perhaps somethings that you can do in the quieter times that you just don't get the time to do at other times of the year.

Over to you. Click below and make your contribution.

Those phone calls at dinner time!

This was orginally posted November 1, 2006

I don't know what it's like at your place but I'm getting more and more telemarketing calls. That's OK. They have a job to do. What irritates me is that they seem to have a prepared script which they deliver no matter what else happens in the call.

They never ask me if I have time to talk. Is that because they think I'll say "no" and they won't get to deliver their spiel, or do they think I will simply stop doing whatever is important to me and talk to them?

Would you just barge into someone's office and start talking without knocking? I doubt you would do that even to someone you know let alone a complete stranger!!

Here's this month's question. Why do some telemarketers not ask for permission to proceed? Would their conversion rates go up or down? Would they spend less time on unqualified prospects and therefore increase their conversion rate?

Love to hear your thoughts.