 Continuing the “Good Stewards” Message
Dear Members,
Last week I met with a group of “good stewards” from our channel. The group is our SRO Steering Committee, which is comprised of many members of the Fortune 500 and service provider sectors, working together to lead the way toward preserving the viability of the Teleservices channel.
The meeting was a milestone gathering to discuss the progress, process flow and timeline of our SRO effort. We first discussed this bold idea over a year and a half ago. Last April, our Steering Committee met for the first time to devise a course to bring all members of our association and channel together to better serve the consumer and promote the value of Teleservices communication. After several meetings to discuss strategy and objectives, we are now at the point of debating standards involving both inbound and outbound communication.
Last week’s milestone included the debate of a Consumer Bill of Rights – changing the dialogue to proactively discuss what consumers (like us!) should expect from corporations we do business with and wish to do business with regarding telephone communication. How do we, as a channel community wish to serve consumers to promote continued business and loyalty? How do we leverage the technology and personnel that represent us to ensure they leave a positive lasting impression? This “bill of rights” starts our journey toward the re-invention of Teleservices serving as guiding principles for us which to align.
The debate last week was incredibly insightful and spirited which are two great indicators that we are heading in the right direction. The goal for the SRO team? To prepare the Bill of Rights, as well as the Inbound and Outbound related channel standards for our Legislative Summit this April (22-25) in Washington, DC.
That conference serves as our annual member meeting to discuss legislative and policy affairs affecting our membership community – and the SRO affects all of us. The review, debate and adoption of channel ethics and guidelines will be the primary focus of our agenda in Washington, DC. We have received a great deal of favorable feedback regarding the Summit agenda this year and look forward to releasing and debating the standards most affecting consumer’s today.
ATA Member
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Our membership will have an opportunity to discuss and debate each standard as we proceed to adopt them within the Teleservices community this year. The ATA has hired the services of Bryan Cave to guide our efforts. Associates Dana Rosenfeld and Joe Sanscrainte have ensured that we remain on schedule and are working tirelessly toward the release of our standards and the adoption of the SRO program. Dana has recently completed a similar initiative for the Children’s Television Network and possesses expertise in launching self-regulatory organizations that successfully meet the standards sought by the FTC and FCC.
As you can tell, this work is not for the faint-hearted. This is one of the most strategic efforts undertaken by the ATA or the Teleservices community. It radically changes the dialogue of what the ATA stands for and the meaning of being “good stewards.”
Our channel is leveraged by every corporation in the country and around the world. Ask a company what would happen to their business model if they could no longer communicate with their customers via the telephone (inbound or outbound) and watch their executives shutter. Yes, it is serious work protecting the viability of the Teleservices channel and re-inventing the communication strategy that consumers love and love to hate at the same time. But it is worthy work and our channel community is up to the task.
The Steering Committee brings a fresh perspective of consumer needs and serves as a great strategic sounding board for this initiative. This team will meet to finalize the standards drafts for everyone’s review in April. If you would like to participate in our group and are interested in the debate prior to April, please contact me and join.
We look forward to sharing our work and ideas with our membership at the Legislative Summit. I urge your attendance and participation in this industry milestone.
Thank you for your continued membership and support,
Regards,
Lisa DeFalco
Chair, Board of Directors
ATA
For more information, visit http://www.ataconnect.org/washington.
Visit the ATA blog at www.ataconnect.org
Upcoming Events
- March 7, Teleconference, PCI Compliance for Teleservices Professionals. Midwest Chapter Event. If your company takes credit card information over the telephone, you don't want to miss this!
- March 21, Cincinnati, Ohio, Doing Business by Phone Safely- For the Small Business, ATA Great Lakes Chapter Event.
- March 22, Arizona, Tools for Maximizing the Teleservices Channel ATA Arizona Chapter Event.
- April 22-25 2007 Washington Summit- Managing the Consumer Revolution! A unique education and networking experience! Change is good when you're a part of it!
- September 30- October 3 Scottsdale, Arizona, 2007 ATA Annual Convention & Expo
Chapter & Committee Update
BE READY FOR THE CONTACT CENTER STANDARDS SURVEY!
A self-regulatory questionnaire will be sent out via email very soon!
This survey will help determine the future standards for contact centers. Your answers are important to us and will help the ATA-SRO Committee in the self-regulating process.
Change is good…
when you’re a part of it. |
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ATA-PAC Updates
PAC INFO/UPDATES at ATAconnect.org
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Welcome New ATA Members!
2007 ATA Washington Summit
MANAGING THE CONSUMER REVOLUTION
Change is good when you are a part of it!
Join us for this year’s exclusive event and you will play a part in some of Teleservices’ most profound changes.
ATA's Self-Regulatory Standards to be unveiled at this event! (For more information about the Self-Regulatory Standards, click here.)
Attendance limited to 300!
If you have any questions or would like more details, please contact Zachary Rice at zach@ataconnect.org
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