Uniquely in the outbound industry, Sytel has a history of compliance that actually predates government regulation in countries such as the UK and the US. Since the mid 1990s we have taken the view that world class dialer design should not require users to make lots of nuisance calls in order to deliver effective performance.
In the days before regulation we took a decision to make our dialer compliant with the voluntary codes of practice set out by national marketing organizations such as the Direct Marketing Association in the US. And as regulation has been introduced we have immediately implemented specific country rules.
As a user or partner, this means that when you take delivery of product from us you can be assured that the compliance rules are hard-coded for your country such that when supervisors run our product, they are obliged to be compliant. Choosing to be non-compliant, as is the case with most other dialers, is simply not an option.
If there are no specific rules in place in a particular locale, then we still enforce compliance, taking as our standard the rules developed by national direct marketing organizations in a number of countries.
And this means that no matter where our dialer is deployed in the world, we deliver effective performance at very low levels of nuisance calls.
Partners and prospects who want to learn more should consult our business partner pages or email us at firstname.lastname@example.org.
Sytel hasn't just led the dialer industry in its compliance stance, but has campaigned for many years for the cause of responsible dialing, acting in the process as adviser to a number of national marketing organizations and governments. For a quick overview of some of the highlights on the road to responsible dialing, starting with the most recent, and the role Sytel has played in this, see below.
Sytel comments on 2 issues included with the consultation;
i) is there a case for Abandoned Calls?
ii) answer machine detection (AMD) and silent calls
The response from Sytel to Consultation Questions contained in Ofcom's document "Review of how we use our persistent misuse powers (Focus on silent and abandoned calls.)"
Statement issued by Sytel in response to OFCOM's revision of their misuse policy, reflecting many of our earlier recommendations.
The official text, revised Sep 2008, from the UK regulator, OFCOM, on rules for predictive dialers.
The response from Sytel to a call for consultation from the UK regulator, Ofcom, on the revision of its rules for predictive dialers.
The official text from the UK regulator, OFCOM, on rules for predictive dialers.
A paper by Sytel calling for vigilance to combat the negative impact of nuisance calls.
The official text of the US Federal Communications Commission (FCC) rulemaking, including both rules for predictive dialers and the setting up of the Federal Do Not Call List (DNC).
A Sytel article, published in DM News, offering advice on how to meet the challenge of the FTC ruling.
A short article outlining how Softdial Plugin® meets the FTC challenge.
The official text of the amended TSR, as regulated by the US Federal Trade Commission (FTC).
Press release announcing compliance with the draft legislation from the California Public Utilities Commission (CPUC).
An article, published in Customer Interface magazine in the US, explaining how outbound has got itself into difficulties through irresponsible use of technology, and giving an appraisal of the likely impact of the US DMA codes of practice.
A version of Sytel Paper 13, above, published in Customer Interface Europe magazine.
Announcing the implementation of the US DMA guidelines within Softdial Plugin®
An article, published in Call Center Solutions magazine in the US, reviewing the DMA guidelines.
A review of the US DMA guidelines published in Call Centre Management magazine in Europe.
The official text of the US DMA 'Guidelines for Ethical Business Practice' (including Use of Predictive Auto Dialing Equipment - Article #45).
A ground-breaking article expressing our concern about the lack of any national guidelines for predictive dialers, especially in the US.
In July 2011, Sytel CEO Michael McKinlay won the Contact Center World 2011 UK Industry Champion Award, for his work on outbound regulation and compliance over the previous 15 years.