Crunch Time for Do Not Call Compliance

Are Financial Institutions Ready?
by Craig Weber, September 26, 2003
North America

Abstract

The time for complacency is long past, as enforcement of the National Do Not Call Registry will put financial institutions at risk.

The federal Do Not Call (DNC) registry goes into effect October 1st, and it is clear that many financial institutions are ill-prepared.

"DNC compliance requires sweeping changes in new business processes at banks, securities firms, and insurance carriers," says senior analyst Craig Weber, author of the report. "All home office and branch office telemarketing activities are covered under the law. Most firms will need to redesign some processes, implement new systems, and communicate their DNC policies to sales agents and call center staff very carefully. Those things simply are not going to happen overnight."

Weber notes that readiness for DNC varies widely between firms, despite the gradual introduction of DNC laws by states over the past decade. (See below.) "The difference now is that the federal law applies in all jurisdictions, and there is broad public and political support for DNC," Weber says. "We expect to see a high profile enforcement action by the FTC or FCC against a financial services firm in the near future."

The report summarizes key provisions of DNC laws (including potential fines), spotlights high risk areas, and outlines strategies financial institutions should consider to minimize the impact of DNC. It also includes a case study detailing the successful DNC program used by a large insurance carrier, Bankers Life & Casualty.

        

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Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned operating unit of Marsh & McLennan Companies [NYSE: MMC].

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Table of Contents

 

 

Do Not Call Compliance

Return to report Abstract

 

EXECUTIVE SUMMARY 3
INTRODUCTION 4
  History 4
  National DNC Law Provisions 6
  Enforcement 7
IMPACT ON FINANCIAL INSTITUTIONS 12
  Are Institutions Ready? 13
  Assessing the Risks 15
ADDRESSING DNC 18
  Custom Solutions 18
  Packaged Solutions 19
CASE STUDY: BANKERS LIFE & CASUALTY 21
  Background 21
  Overall Goals 21
  A Better Approach 22
  The Solution 23
  Costs & Resources 24
  The Verdict: Success 24
FINAL PERSPECTIVES 26
OBJECTIVITY & METHODOLOGY 28
 

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