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InfoCision Receives ATA-SRO Accreditation
September 10, 2009
InfoCision, which provides teleservices from 30 contact centers at 12 locations, and via home agents, in Ohio, Pennsylvania and West Virginia, has become only the second company worldwide to receive accreditation from the American Teleservices Association, or “ATA,” Self Regulatory Organization, or “SRO.”
The program, ATA-SRO, audits applicant companies against standards that are an all-encompassing set of best practices that incorporate federal and state laws andregulations, clarify the “gray” areas in current rules, anticipate additional issues and incorporate future trends.
The ATA created the ATA-SRO in 2006 to encourage and enable self-monitoring of compliance standards and rules defining appropriate teleservices practices. It developed the accreditation process in cooperation with the Federal Trade Commission, who reviewed the process and offered their input.
The goal, says the ATA and InfoCision, is to deliver a positive teleservices experience for consumers and to open up a more proactive dialogue inside the teleservices community, as well as with government regulators. By tackling tough issues that would otherwise face government scrutiny, the SRO seeks to understand the issues that negatively affect consumers and how they impact the industry. Many in the industry foresee ATA-SRO accreditation setting a new standard for quality where companies will only hire accredited contact centers to handle their business.
The first company to become accredited by the SRO was the Madison, Wis.-based teleservices firm Charlton, who participated in a beta test to help define the accreditation procedures. Currently, three companies are accredited with several more going through the accreditation process.
InfoCision has long been one of the highest quality firms in the teleservices industry. It is the only company, for example, to win a Marketing Via Phone, or “MVP,” Quality Award 16 years in a row. This award is presented by Customer Interaction Solutions magazine to the teleservices company that demonstrates the strongest commitment to excellence, highest quality and most ethical standards.
InfoCision is also one most dedicated firms when it comes to best teleservices practices and complying with regulations. It has long been active in the ATA, helping to bring the industry to a higher standard.
“As a recognized leader for teleservices excellence, we are proud to be setting a new trend in the industry,” says Steve Brubaker, senior vice president of corporate affairs at InfoCision. “Since we are just the second company to achieve this distinction, it puts us at a competitive advantage over virtually every other call center provider. Over time I expect accreditation to gain wider recognition,” Brubaker said.
The in-depth, three-step accreditation process was overseen by external auditor, Michele Shuster of MacMurray, Petersen and Shuster, LLP, who reviewed InfoCision’s federal and state compliance policies and procedures, as well as InfoCision’s adherence to accepted industry best practices. Shuster then recommended InfoCision’s accreditation to the SRO Board of Trustees and the ATA Board of Directors who unanimously approved her recommendation at their most recent meeting.
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Kelly McGuire
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