![]() As Shloss puts it, the Florida law doesn’t take this into consideration: “Florida doesn’t talk about the technology they talk about the methodology. Prior to the passing of SB 1120, call centers could dial numbers without consent, as long as they are not using an automatic telephone dialing system (ATDS). (Something Shloss says you should probably implement across the board anyways.) However, the most profound impact ushered in by the Florida law is its potential change to how you can call your customers. The changes implemented by the bill include a shortening of valid call times by one hour, from 9:00 to 8:00 PM, as well as a prohibition on calling one person more than three times within 24 hours. “But when you break it out and compare it to what was in place previously, there are a few big takeaways.” ![]() ”Īt first glance, says Isaac Shloss, the bill doesn’t look like a big deal. One 2021 bill that continues to be top-of-mind for many in the call center industry is Florida’s SB 1120, popularly known as the “ Florida Mini TCPA. Stevens and the rest of the panel discussed the impact felt by call centers over the course of 2021. ![]() However, in the world of call centers, quiet certainly doesn’t mean uneventful. “On the legislative front, 2021 has been a relatively quiet year,” said Josh Stevens. To help you navigate the fast-changing compliance landscape, we’ve compiled the key takeaways from the group’s lively discussion of landmark call center regulation of 2021, including: This panel, a live edition of the Compliance Officer’s Forum, was hosted by Josh Stevens of law firm Mac Murray & Shuster LLP, and in addition to Hakimi, included Reid Houser, VP of Global Compliance at Sitel Group, and Isaac Shloss, CTO at Groupo NGN. Read the full article on the injixo blog.At the Professional Association for Customer Engagement’s (PACE) ACX21 virtual convention, Convoso CEO Nima Hakimi joined a panel of compliance experts to review some of the biggest issues and changes call centers faced in 2021. Let's examine the reasons in more detail, starting with who is responsible for measuring performance and making improvements. If people truly enjoy what they are doing and find other advantages in the job, compensation is less of a factor. While compensation is clearly a driver of call center attrition, it is generally not mentioned as the top reason why people stay. The lesson is clear: Getting people matched to the right job in the first place is one of the top things you can do to improve long-term retention. It’s interesting to note that job fit is the most common reason why people leave as well as why they stay. A summary of the results can be seen below. Our sister company The Call Center School recently conducted a study to find out exactly why contact staff leave or stay. Perhaps more importantly, it’s also critical to talk to happy staff and find out what keeps them there and constantly strive to reduce unwanted turnover. One of the responsibilities of call center managers and team leaders is to constantly assess the reasons why people leave the center. A common assumption is that call center attrition is simply a fact of life - it can't be controlled or 'fixed'. Staff turnover is higher in the contact center than in almost any other industry.
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