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April’s Regulation & Compliance Update from the DMA’s Contact Centre Council

Each month Channel Doctors’ Steve Sullivan prepares a summary of all the news contact centre and customer experience professionals need on regulation and compliance for the Direct Marketing Association (www.dma.org.uk)’s Contact Centre Council.

April’s headlines include:

Bounty fined £400k for pre-GDPR data protection abuses
Pensions firm fined £40k despite getting advice from specialist consultants and lawyers
Funeral plan firm fined for calling TPS numbers
Data cleanse leaves TPS file numbers 4m down vs 2018

Download the Update here:

March’s Regulation & Compliance Update from the DMA’s Contact Centre Council

Each month Channel Doctors’ Steve Sullivan prepares a summary of all the news contact centre and customer experience professionals need on regulation and compliance for the Direct Marketing Association (www.dma.org.uk)’s Contact Centre Council.

March’s headlines include:

  • Two ‘dawn raids’ of contact centres by the ICO
  • Fundraising Regulator doubles down on ‘naming & shaming’ of charities
  • The first ICO ‘GDPR’ fines may be a while away
  • Vote Leave fined £40k for sending illegal texts
  • PPI ‘robo-call’ company director banned
  • All about the Direct Marketing Commission

Download here: DMA CC Council – Compliance Regulation Hub Update March 2019_compressed

What’s happening to the UK’s ‘Middle Tier’ Outsourced Contact Centres?

The ‘middle-tier’ of the UK outsourced contact centre space is potentially precarious, squeezed between smaller niche providers and the global BPO (Business Process Outsourcing) firms. For many clients the ‘middle-tier’ offers a more flexible, focused delivery model than larger rivals, with the added reassurance of direct relationships with their suppliers’ leadership teams.

However, outsourcing can be hard business, typified by low margins and demanding clients. Today these challenges are compounded by increased customer and technology demands, which outsourcers need to be able to anticipate and meet in order to succeed.

The last 12 months has seen significant changes in the mid-market space – consolidation, business failure and new investments – which we reviewed in the infographic, below.

Download here: Middle-Tier Contact Centre Consolidation – Feb 2019

If you’re a current or potential client of a middle-tier provider and want to work through the implications of these changes – or you’re in the middle-tier and trying to decide where to head next – drop us a line hello@channeldoctors.co.uk

February’s Regulation Hub Update from the DMA’s Contact Centre Council

Each month Channel Doctors’ Steve Sullivan prepares a summary of all the news contact centre and customer experience professionals need on regulation and compliance for the Direct Marketing Association (www.dma.org.uk)’s Contact Centre Council.

February’s headlines include:

  • Renewable energy firm sanctioned – but not fined – by the ICO for making 800,000 un-consented calls to consumers on the TPS
  • Accident claims contact centre fined £80,000 for calling TPS numbers
  • Two rogue marketing firms’ directors banned for 6 & 4 years by the Insolvency Service

Download here:  DMA CC Council – Compliance Regulation Hub Update February 2019

 

January’s Regulation Hub Update from the DMA’s Contact Centre Council

All the news contact centre and customer experience professionals need on regulation and compliance, prepared by Channel Doctors’ Steve Sullivan for the Direct Marketing Association (www.dma.org.uk)’s Contact Centre Council.

This month’s headlines:

  • Ban on Pensions cold calling introduced
  • Google fined €50m by French data protection regulator
  • Telephone Preference Service file size reduced by nearly 4 million numbers through 2018
  • Fundraising Preference Service falls flat

Click Here: DMA CC Council – Compliance Regulation Hub Update January 2019

Could the 22% of CX Professional Leaders please stand up?

There are some fascinating numbers in the State of Customer Experience 2018: The Five Habits of Highly Effective CX Professionals, produced by Engage (www.engagecustomer.com) and Confirmit (www.engagecustomer.com) – and lots else, it’s a really useful document, full of great insight, research and ideas. However, I’m somehow unconvinced by its categorisation of 22% of “CX professionals” as Leaders.
Why?

Let me explain.

Firstly, I have a bit of a problem with the ‘professionalisation’ of customer experience. Of course there are particular tools, techniques and insights which are vital to improving customer experience, but fundamentally listening to customers doesn’t require the reserved membership or the equivalent of a medieval Guild. Practically anyone can do it and everyone in the organisation should be encouraged to contribute. Some of the best insights will be from the employees who spend all day dealing with customers in the field, on the shop-floor and in the contact centre.

Secondly, the ‘Leader’ category described in the State of Customer Experience 2018 is restricted to those respondents who could see “significant increase in budget in the next 12 months (9 or 10 on a 0-10 scale)”. Sorry, but I just don’t buy this! I’m not naive and I understand that in modern, complex organisations investment in the right techniques and technologies are needed as well as a – simple sounding; hard to achieve – willingness to try and understand what the customer wants. But empire and budget-building are no guarantee of anything. Surely better an unfunded and authentic customer orientation than a vast programme of journey mapping, C-SAT, CES, CX and NPS scoring that goes nowhere (and we’ve all seen just those sort of programmes in action)?

Fundamentally, achieving a great customer experience is very hard work for a variety of reasons. Although being given a bigger budget might be a great help (and presumably at least shows you’ve got some of the necessary support from the Board level) of itself it won’t achieve a thing – except make your search for those elusive sources of evidence of the (undoubted) relationship between customer experience and business performance even more urgent!

So, if – despite my reservations – you aspire to be a leading “CX Professional” but have little or no budget, then don’t despair! Here’s a list of 7 things you can do with no budget, except maybe the cost of a few train fares:

1. Set out on a road trip and talk to colleagues (and your suppliers’ and business partners’ employees) who are in contact with customers
2. Go online and take some customer journeys – make some calls, start a chat, follow the Contact Us directions and see what happens
3. Identify some real customers (at random or on the basis of feedback or complaints), make contact, tell them what you’re doing and ask to talk to them
4. Go the contact centre and listen to calls, read emails and chats and write some notes
5. Find out what groups within your organisation are developing new propositions, contact channels, offers and find out if they have a ‘customer representative’ on board. If they haven’t, find one. Quick!
6. Make a first draft of your CX priorities and changes
7. And be prepared to adjust it as you go – your organisation isn’t static and neither are your customers

www.engagecustomer.com/resources/state-of-cx-2018-the-five-habits-of-highly-effective-cx-professionals/


www.channeldoctors.co.uk

December’s Regulation Hub Update for the DMA’s Contact Centre Council

December’s round-up of Regulation and Compliance news for UK contact centres.

This month’s headlines include…

  • Individual company directors, as well as the corporate entities, will now be liable for PECR fines of up to £500,000
  • The Incredible shrinking TPS: 12% smaller already this year & counting
  • PCI DSS Guidelines for Phone Payments have been released – and it’s bad news for contact centres relying on ‘pause & resume’ techniques to take themselves ‘out of scope’
  • Only 5 days left to share your views on a new Code of Practice for Direct Marketing with the ICO
  • The ICO has fined two companies a total of £250,000 for making unsolicited marketing calls to numbers on the TPS – and fined a third firm £200,000 for sending over 14 million texts in breach of the PECR rules
  • The Fundraising Regulator is to start ‘naming and shaming’ charities under investigation from 2019
  • 118 Directory Enquiries providers’ prices have been capped by Ofcom

And hidden away in the Update, a small Christmas Competition!

DMA CC Council – Compliance Regulation Hub Update December 2018-ilovepdf-compressed

Let’s make metering smart again!

0.47%
That’s the progress that has been made against the target for rolling out second generation smart meters (“SMETS2”) as highlighted in a damming NAO report this morning (www.theguardian.com/environment/2018/nov/23/smart-meters-rollout-labelled-a-fiasco-as-consumers-face-extra-500m-bill). The report goes on to say that as result of a series of failures in the roll-out programme the government’s 2020 completion target is “in tatters” and consumers will be faced with additional costs – added to their energy bills – of over £500m.

The technical and logistical problems of installing equipment in 30 million homes and business premises are obviously immense (even without the functionality problems many disgruntled consumers have experienced), but there’s a customer engagement challenge, too. No consumers are obliged to have smart meters installed, but the energy companies and installers are under government and regulator (Ofgem) pressure to meet targets.

User research indicates there are direct, financial benefits to the use of smart meters, especially the second generation variety, but the industry clearly hasn’t done all it can to persuade consumers of those benefits. Public awareness of smart metering is incredibly high (98% according to Smart Energy GB www.smartenergygb.org), but spontaneous consumer demand is low.
This suggests that old fashioned direct interaction and proactive contact have a vital part to play – be that face-to-face, via digital channels or voice. Whatever the customer engagement mix, contact centres will be crucial.
Energy supply and metering are esoteric areas, but customer engagement shouldn’t be.
Maybe energy suppliers and their partners should start by having a chat to my friends at the Contact Centre Panel www.contactcentrepanel.com

November’s Regulation Hub Update for the DMA’s Contact Centre Council

DMACCCouncil-Compliance RegulationHubUpdate-November2018-ilovepdf-compressed

A summary of everything that’s happening in the world of regulation and compliance for UK contact centres – enforcement, fines, guidance, consultations and rumours from the ICO, Ofcom, the PSA, central government, PCI Security Standards Council, the Fundraising Regulator, the Direct Marketing Association and more…

GDPR The Day After Tomorrow

GDPR: So, nobody died, but…

I’m writing this on 24th May 2018. The day after the new Data Protection Act received its Royal Assent and the day before the day we’ve all been waiting for, GDPR implementation day, 25th May.

Don’t 24 weeks fly by when you’re having GDPR fun?

This week I was intending to provide another bite-sized piece of advice to help you on your way to becoming GDPR compliant, especially from a customer experience perspective. However, as the nation has been floundering under a growing tsunami of last-minute ‘re-permission’ or ‘re-consent’ emails from companies, charities, arts and community organisations for the past few days, I can’t avoid looking at that phenomenon.

Read more …

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