| National Association of Call Centers
The fun, informative, and unique newsletter for the call center industry
|Welcome to the December 2016 issue of the NACC In Queue newsletter!
We're Movin' On Up!
its inception in 2005, the National Association of Call Centers (NACC)
has been headquartered at The University of Southern Mississippi (USM),
where founder and executive director David Butler, PhD, was a faculty
member. Most recently David was chair in the Department of
Political Science and director of the doctoral program in International
Development at USM. He also continues to serve the NACC in an
advisory capacity as executive director.
January 1, 2017, David will be leaving USM to assume the role of vice
provost for research and dean of the College of Graduate Studies at
Middle Tennessee State University (MTSU) in Murfreesboro, TN. In
a recent article about the move to MTSU, David mentioned that his
research interests include, “Disaster recovery, call centers, heritage
and tourism development, nature-technology relationships and issues of
national sovereignty.” We are hopeful that customer service and
the contact center industry will be one of the centers of research
focus at MTSU. In the interest of pursuing that objective, the
NACC will also be moving with David to MTSU as of January, 2017.
We expect disruption to NACC operations to be minimal since I still
manage the day-to-day operation of the NACC from my office in
Scottsdale, AZ. Our initial challenge will be to replicate the
services we received at USM with our new university affiliation.
Other than that, we expect our research to continue uninterrupted
and with only minor disruption to the availability of the NACC website,
www.nationalcallcenters.org, as we update our background information.
Our mailing address will remain the same.
Thank you for your continued support of our efforts at the NACC, and
thank you in advance for your patience as we undergo this change which,
we expect, will mean nothing but good things for all of us at the NACC,
and all of our members, in the years to come.
Verifying Phone Numbers For TCPA
from Paul: In case you missed our e-mail blast to you of this Tuesday,
12/13/16, this article from IDology (ID-ology) provides a review of
TCPA regulations as well as offering a link to a downloadable e-book
covering the ins-and-outs of TCPA compliance for mobile customers.
We believe this e-book will be of interest to many NACC members
and newsletter subscribers).
Chris Pope, Director Of Marketing, IDology, email@example.com
As litigation and fines resulting from the new changes to the TCPA
continue to increase, many are rethinking their outbound calling
strategies. Additionally, as more consumers are moving to mobile
phones, the process of verifying phone numbers has become more
challenging and needs to change with the times.
A major challenge with verifying phone numbers lies within how people
communicate today. Many consumers do not have a single phone number
anymore and many are dropping their landlines for mobile numbers. Also,
there are several options for how consumers can be contacted – phone,
text, email, etc. Historically, verifying phone numbers wasn’t too
difficult as numbers did not change as frequently and number
directories were not updated very often. Mobile numbers on the other
hand are much harder to pin down and consumers change them with more
frequency. This combined with the new TCPA rules exposes companies to a
broader range of risk when trying to contact customers.
IDology, a leading provider of identity verification solutions to the
contact center industry, has created an e-book for contact center
managers with compliance responsibility to understand the implications
of the TCPA and to optimize their outbound calling strategy with
real-time number verification.
The E-Book contains:
• An overview of TCPA and the declatory ruling
• Consent & Exemptions
• Challenges of mobile phone numbers
• Leveraging real-time mobile number data
NACC members are welcome to preview the E-Book “TCPA Compliance Made Simple:
Mobile Number Verification” by clicking here
At-Home Agents: A Hot Topic For 2017
Paul Stockford, Research Director, NACC And Chief Analyst, Saddletree Research,
Last month, I sent out a request to NACC members to spend a few minutes
with me on the phone to talk about the industry issues that are on
their minds going into 2017. First of all, thank you to all of
you who responded to my request and have given me your time on the
phone to talk about what’s keeping you up at night relative to your
professional objectives as we enter a new year. As for the rest
of you who didn’t respond -- c’mon!!
One topic that was common in most of the conversations I’ve had so far
concerns the question of at-home agents. Most respondents see the
at-home agent as an option to address not only the problem of agent
turnover by offering job flexibility to qualified agents, but also as a
means of expanding their geographic reach to find the best qualified
agents to man their customer service channels. This interest in
establishing or expanding an at-home agent workforce maps into the
findings of our 2016 research regarding contact center industry trends.
According to our research, 47.1 percent of U.S. contact centers have
some or all of their agent population working from home. The
majority of those respondents have 10 percent of less of their agent
population working from home but our data indicates that the majority
of these at-home agent programs have been extremely successful.
We asked the survey participants who have an at-home agent
program what their plans were for that program this year. In
other words, we wanted to know if the program was successful enough to
expand or would most contact center hold steady or even decrease their
at-home workforce. As the graph below illustrates, overwhelming
majority of contact centers expect to increase their at-home agent
The data clearly indicates that at-home agent programs have been, and
continue to be, successful. We believe that employing at-home
agents offers potential solutions for a number of contact center
industry challenges, not the least of which is the problem of agent
turnover that has plagued industry for nearly as long as the contact
center industry itself has existed.
Call Center Comics
If you like this comic and would like to see more, write Ozzie at firstname.lastname@example.org and visit his website at http://callcentercomics.com
or just click on the comic to tak you to his page. The NACC appreciates
Ozzie letting us use some of his comics in our newsletter.
In This Issue...
- NACC Is Movin' On Up!
- TCPA Compliance
- 2017 Trend: At-Home Agents
- Call Center Comics!
Pearls Of Wisdom
“A dream doesn't become reality through magic; it takes sweat, determination, and hard work."
~ Colin Powell
Reports From NACC
NACC has been burning the midnight oil and typing until our fingers are
sore to bring out reports to our members. Each is listed below. If you
are interested to see what we are writing about, click on the links
below and download the executive summary of each. If you like what you
see, join the NACC so that you can view these reports and others that
will be coming out soon on our website. These reports will ensure that
you know the latest trends in the industry.
|Did You Know That NACC...
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601.447.8300 | Fax: 601.266.5087 | Email: Click Here
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