Case Studies

DMA member company Wunderman shares a review of their recent work with Children in Need. Wunderman succeeded in raising £220,825 and as one of the 53 contact centres around the country taking part, they were fifth in the ranking of donations taken.

Launched at this year’s IDMF and promoted at CCExpo in September, the DMA’s Telemarketing Council’s Client’s Guide to Outsourcing helps client companies establish effective selection criteria and understand the regulatory environment and best practice standards which impact telemarketing. The Guide also gives guidance on how to integrate telemarketing activity into the overall marketing structure.

This presentation, which members of the DMA’s Contact Centre & Telemarketing Council gave at this year’s CCExpo, looks at the state of the market, nuisance calls, compliance and the need for greater vigilance in order to regain consumer trust and confidence. The DMA explains the rules, considers the impact of Ofcom''s and the Information Commissioner''s recent regulatory action and ventures a guess about the likelihood of further intervention by the statutory regulators.

The DMA’s Contact Centres & Telemarketing Council’s Telemarketing Manifesto, which was launched at this year’s CCExpo, sets out a framework for a sustainable future where contact centres respect customers and earn their trust. Regulation is necessary to create a fair market where the best operators can improve and those that fail to respect consumer rights are prevented from abusing the medium.

DMA Response on the persistent misuse of an electronic communications network or electronic communications service consultation.

Statement of policy on the persistent misuse of an electronic communications network or electronic communications service

Communications Act 2003: Persistent misuse of network or service