Self-regulation is a crucial step as the teleservices industry moves toward future prosperity and works to prevent a "hodge-podge" of state and federal laws, according to Tim Searcy, CEO of the
American Teleservices Association.
During an interview in the most recent installment of the Evolving Contact Center podcast series, sponsored by InteractiveSoftworks, Searcy addressed the changing climate in Washington D.C. and the ATA's mission of self-regulating teleservices, an industry that includes inbound and outbound contact center operations.
ATA recently wrapped up its annual Legislative Summit, a two and a half-day conference where leaders from the teleservices industry come together to examine current and pending legislation, compliance standards, and regulations. According to ATA, self-regulation was at the forefront of all presentations and discussions at the summit, demonstrating the necessity and urgency of the industry to take control of itself--before state and federal regulators have to.
"As we began to examine what the future could hold for regulation, we realized that if we didn't address some of the big issues legislators were concerned about and regulators were contemplating, we would once again end up behind the 8-ball, just as we were with Do Not Call," Searcy said. "We're certainly seeing encouraging signs to tell us to go forward [with our self-regulation efforts] and that we could possibly achieve our ultimate goal, which is to provide a buffer between regulators and our industry so we can have a voice."
In the most recent episode of the Evolving Contact Center podcast, Searcy discusses self-regulation in- depth, as well as the idea of technology enabling "the universal agent" in the contact center.