News
In the last couple of months the ATA has been in close contact and discussions with Government on some of the upcoming proposals and changes to legislation that affect our industry.
In late 2009, the ATA met with the office of Senator Fielding to discuss the Keeping Jobs from Going Offshore Bill, and in mid January this year, Michael Meredith travelled again down to Melbourne to meet with Senator Conroy’s advisors about the proposed changes to the Do Not Call Register (DNCR).
At that meeting, we presented to Senator Conroy the role of the ATA within the Contact Centre Industry, and on behalf of our members, expressed our concerns about the expansion to the DNCR to include business numbers.
As part of that discussion, the role of the Standards and Accreditation program was covered and a request for government to support this progressive industry initiative. Another topic of discussion was the need to regard the Contact Centre Industry as an industry in its own right and the hope that there would evolve a single point of government contact to discuss and manage the issues relating to this industry.
As a summary for our members, here are some of the key points and messages the ATA raised:
ATA and DNCR
• Since 2006 the ATA has given its qualified support to the DNCR legislation and will endorse any programme that serves to underpin the high standards of practice amongst its members and protect consumer interests.
• Observation of current legislation including the DNCR is a key part of the ATA Contact Centre Standards & Accreditation (CCSA) program.
• ATA believes the Australian Telemarketing industry is performing at a level that is both professional and ethical.
• The use of telephone is a common and well accepted method of doing business in Australia and the introduction of business numbers goes beyond the intention of the DNCR, which is to reduce the level of telemarketing to households.
• The broadening of legislation will cover beyond telemarketing operation and stifle communication between organisations i.e. BDM’s will not be able to call a prospective customer for a meeting.
• Funding for the expansion would be better spent on supporting and promoting the Contact Centre industry through training and development initiatives such as the CCSA program rather than on limiting its ability to function effectively.
• Proposed revisions to the legislation will not have any impact on the primary abusers of the legislation as these organisations won’t subscribe to legislation in any case.
ATA and Offshoring
• ATA represents and supports both public and commercial organisations with Australian and overseas contact centres.
• ATA supports any efforts to maintain, grow and protect the Australian Contact Centre industry and those Australians employed by it.
• ATA recognises the need and right of member organisations to act in the best interests of all their stakeholders.
• Legislation should not set out to exclude or hamper those organisations that may seek to engage services from their own offshore service centres or service partners as the need arises.
• The inclusion of the Australian Contract Centre Standards Accreditation (CCSA) program in the proposed Keeping Jobs from Going Offshore (Protection of Personal Information) Bill 2009, which incorporates adherence to strict customer privacy procedures in line with the Privacy Act and any other relevant legislation, and subsequent support of the afore mentioned program by the Australian Federal Government, ATA member organisations and other on-shore and off-shore organisations, can only further develop and protect the rights of all Australian workers, their jobs and the privacy of all Australian citizens.
National News