A self-regulatory organization (SRO) is an organization that exercises some degree of regulatory authority over an industry or profession. For the ATA, our decision to form a SRO is based on the belief that ignoring a consumer issue just creates harsher recourse by the government.

The goal of the ATA-SRO is to deliver a positive teleservices channel experience for our consumers. Our SRO lets us tackle tough issues that would otherwise face government scrutiny. By undertaking this as an industry, we can understand the issues that negatively affect consumers and how this impacts our business. Our goal is a more proactive dialogue inside our teleservices community as well as with government regulators.

The ATA Self Regulatory Organization (ATA-SRO) is comprised of many members of the Fortune 500 and service provider sectors, working together to lead the way toward preserving the viability of the Teleservices channel.

Visit the ATA-SRO web site for detailed information.

ATA-SRO Background

In April of 2006, the SRO met for the first time to devise a course to bring all members of our association and channel together to better serve the consumer and promote the value of Teleservices communication. Our main mission: Self-Regulatory Standards for the Contact Center Industry.

What is the purpose of the SRO standards? Simply put, the SRO was designed to vet practical standards that deliver a positive channel experience for consumers. This vetting process allows us to tackle tough issues, bringing to light obstacles that would face an industry and possible solutions that would allow business and consumers to “live cohesively.” By doing this within the industry, we would be better advised of issues negatively impacting consumers and the solution impacts to business. The result is a more proactive dialogue inside our channel community as well as with regulators.

Some have asked if this is a worthy endeavor – questioning whether it is better to simply wait for government to take action against us and then fight. We believe that most would agree that we would be remiss to think that no action is the right course because we have learned that ignoring a consumer issue just creates harsher recourse by government.

However, with that said, we would not be prudent to promote an excessive standard that causes significant business harm without proven consumer good; thus, the proverbial “middle ground” that is sought.

To the corporate chairman that included the customer in their annual objectives, your message is heard and the exchange of ideas to deliver upon your objectives within the Teleservices channel is in motion.

Another Milestone

The American Teleservices Association's Self-Regulatory Organization continues its initiative to develop and implement Standards for inbound and outbound contact centers. On April 23, 2007 we released the first draft of the Standards to attendees at our annual Washington Summit. The Standards are considered an evolving document that will be updated as legislation changes occur.

Implementation & Certification

This stage of the Standards involves the acceptance of the Standards with assessment and performance monitoring, as well as certification, training, and auditing.

In conjunction with ATA's Self-Regulatory Program whereby the Standards are effectively promulgated and enforced, in participation with the FTC, the FCC, and state Attorneys General, these Standards will serve as the lynchpin of a program that will focus and strengthen compliance at all levels of the industry. Such a program, with proper administration and oversight, would serve to effectively implement the core values of the Standards, as reflected in the “Teleservices Consumer Bill of Rights,” to the ultimate benefit of consumers and the industry.

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