To SRO or Not to...
SRO stands for Self-Regulatory Organization. Many industries have enforced standards on the companies doing business in their marketplace. One of the best known groups to have effectively established pre-defined guidelines for their member companies is the hollywood film industry's ratings organization.
So, why do we need self-regulation in the call center industry?
The American Teleservices Association (ATA) has embarked on a much needed journey toward self-regulation. Tim Searcy, the ATA's CEO published a recent article in
Customer Inter@ction Solutions magazine's September 2008 issue. titled, "The Key Elements of Self Regulation."
Tim Searcy states, "The SRO is well on its way, but its ultimate success will be measured by the peace of mind it gives regulators about our ability to keep our own house in order."
For an industry that generates annual sales of more than $500 billion, call centers deserve more respect. Certainly the millions of people working in call centers today deserve to be recognized. Call centers contribute more to the US economy's GDP annually than the entire restaurant industry.
To further establish the credibility of the telephone channel as a thriving and legitimate industry, the SRO's time has certainly come. At InfoCision we are standing firmly behind the effort to provide a benchmark to show clearly which companies have invested the appropriate resources to ensure not only that existing laws and regulations are being followed, but to go beyond legal requirements and focus on ethical business best practices.
Those of us who earn our livings legitimately each day from the call center industry will certainly benefit. Organizations who do not operate ethically or follow the ATA's pre-defined standards will be weeded out as they will have difficulty selling their services without the proper accreditation. But also consumers will benefit as they will have the confidence to use the telephone channel and know their privacy rights are being protected.
So, Kudos to the ATA and Mr. Searcy for standing up in a tough environment and making a real difference!
On hold for now...