When working with an outsourced contact centre, the client remains ultimately responsible for verifying the telemarketing activity is compliant with all legal and self-regulatory requirements. These guidelines outline how client companies should work with outsourced contact centres to ensure telemarketing activity complies with best practice guidelines. It aims to help client companies refocus their calling activity and offers suggestions on how to ensure their chosen outsourced contact centre is adhering to best practice.

The requirements set out in here go beyond the DM Code of Practice as they advise how to ensure the business is proactively working to develop and protect its relationship with its customers by encouraging transparency and honesty.

Read the guidelines to discover:

How to use outbound calling to its best effect

Selecting and outsourced contact centre
(factors to consider include: experience, culture, location, as well as the size and importance of your campaign to the contact centre, compliance, cost)

Information to be provided to customers

Restriction of contracts and management of data

Management of automated dialling equipment

Using multiple sites

Quality assurance

General operating guidelines

Monitoring and recording of calls

Data protection and data security

Corporate social responsibility