“DO NOT CALL ME”De Bel-Me-Niet-Meer wetgeving in de praktijkInfo- & Debatnamiddag – 24/06/2013

01 Coffee & Welcome 14:00

A G E N DA

02 Legal Framework of the DNCM List 14:30Francis Deryckere – Adviseur-Generaal, FOD Economie

03 The DNCM List – From Theory to Practice 14:50Dirk Frans – Contact Center Consultant

04 The DNC List in The Netherlands – Testimonial 15:10Serge Ferraro – Directeur Bel-Me-Niet Register

05 Panel Discussion 15:30

06 Round-up, Speeddating, Network drink 16:30

2Framework | The Legal Framework

Francis DeryckereAdviseur-Generaal FOD Economie

3Framework | From Theory to Practice

Dirk FransContact Center Consultant

5Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013

B2B Appointment setting

Personal data•Registration•Privacy policy•No objection for the use of the data for DM purpose

•DNCM•Recording

Effective 5 working days Inhouse vs. Outsourced

OPT-IN

Commerial vs. Service

ProspectDBase

OPT-IN

Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 6

Impact of the DNCM-list

DATA: DNCM-registrations & Opt-ins must be stored

SYSTEMS: Applications must support DNCM requirements

PROCESSES: Marketing and sales campaigns must comply with DNCM

PEOPLE: Must understand and apply DNCM and the opt-in strategies

Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 7

Example of a DNCM-implementation

DATAmarketing or sales database (B2B & B2C)

Daily download of new DNCM registrations from the server of BDMAUpload of phone numbers and datesMatching with phone numbers in the database

Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 8

Example of a DNCM-implementation

SYSTEMSmarketing, sales en care automation (B2B & B2C)

For each phone field:DNCM Opt-Out Check-boxDNCM registration dateDate of Opt-InLink to Opt-In proofBusiness rule: Date Opt-In > Date DNCM Opt-Out?

Workflows or alerts: Ex.: In case customer on the DNCM: get Opt-In

Reporting

Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 9

Example of a DNCM-implementation

PROCESSESmarketing, sales or care departments (B2B & B2C)

All outbound call actions must comply with the business rules in the systems

If Date Opt-In > Date DNCM Opt-Out

Then Use phone number for commercial outboundElse Delete from the campaign

Build information flows between departments and systemsBuild controls and protection

Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 10

Example of a DNCM-implementation

PEOPLEmarketing, sales or care departments (B2B & B2C)

Must understand the data, systems and processesMust have access to the informationMust comply with and apply the business rules

People will forget what you said, people will forget what you did, but people will never forget how you made them feel.

Maya Angelou

4Framework | Testimonial

Serge FerraroDirecteur Bel-Me-Niet Nederland

5Panel Discussion

Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 14

Participants

Moderator

Goedele Devroy

Participants

Francis Deryckere, Adviseur-Generaal FOD Economie

Serge Ferraro, Directeur Bel-me-niet-meer-register Nederland

Gerry Cools, Senior Sales & Outsourcing Manager Belgacom

Dirk Milbou, Business Manager Consumer Relations De Persgroep

Karin Van De Velde, Managing Partner CallExcell

Jac Vermeer, CEO IPG Group

Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 15

“Rules of Engagement”

4 statements

The audience votes

GREEN = I agree

RED = I disagree

The panel debates on the statements and the voting results

Interactive session: the audience has a voice

Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 17

STATEMENT 1

Het bestaan van de Bel-Me-Niet-Meer lijst is een goede zaak.

Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 18

STATEMENT 2

De consument beseft niet goed wat de gevolgen zijn wanneer hij zijn telefoonnummer op de

BMNM-Lijst zet.

Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 19

STATEMENT 3

De kosten van de BMNM-Lijst zijn voor de bedrijven te hoog.

Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 20

STATEMENT 4

Deze wet betekent op termijn het einde voor de contact centers.

6Round-up | Speed Dating | Network Drink

THANK YOU !

info@4Cconsulting.com | www.4Cconsulting.com | +32 15 281 281 | Follow us on:

Know what others know.See what others don’t.Think what no one else has thought.

Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 24

Product Licenses & pricingProduct Description Modalité Price Discount

Large Download license

The download license is a monthly subscription. During this month, the list can be downloaded unlimited. Ideal for companies that organise many campaigns.

Monthly 895,- Yearly = -30% or 7518€

SME Download license

Same as Large download license, but the price is set for SME's. Primarily designed for SME's who organise many campaigns.

Monthly 195,- Yearly = -30% or 1638€

Live Connect

With this option, advertisers can create their own, direct connection to the daily updated Do-not-call-me list via secured FTP. This option allows advertisers to automate the integration of the Do-not-call-me list in their database (=on a daily basis) and/or to build specific interfaces on their own database (e.g. Search by telephone number). It is designed for large companies that run several telemarketing campaigns per year.

Monthly 895,- Yearly = -30% or 7518€

Live Search Live search by telephone number. Monthly 995,-

Service LicenseLicense fee for service provider. A service provider must be registered before an advertiser can authorise him to use the list on his behalf.

Yearly 3450,-