Maandag 24 juni vond in Diegem het debat rond de bel-me-niet-meer-wetgeving plaats georganiseerd door beroepsfederatie Contactcentres.be in samenwerking met FOD Economie, 4C Consulting en tal van bedrijven uit de sector. Moderator was VRT-journaliste Goedele Devroy. Publiek en panelleden gingen met elkaar in discussie om tot werkbare oplossingen te komen. Want de wetgeving lijkt eenvoudig, maar is in de praktijk moeilijk toe te passen. Vaak tot ergernis en frustratie van de adverteerders, die de wet strikt moeten volgen.

1. De Bel-Me-Niet-Meer wetgeving in de praktijk
Info- & Debatnamiddag – 24/06/2013

2. 01 Coffee & Welcome 14:00
AGENDA
02 Legal Framework of the DNCM List 14:30
Francis Deryckere – Adviseur-Generaal, FOD Economie
03 The DNCM List – From Theory to Practice 14:50
Dirk Frans – Contact Center Consultant
04 The DNC List in The Netherlands – Testimonial 15:10
Serge Ferraro – Directeur Bel-Me-Niet Register
05 Panel Discussion 15:30
06 Round-up, Speeddating, Network drink 16:30

3. Framework | The Legal Framework
Francis Deryckere
Adviseur-Generaal FOD Economie

4. Framework | From Theory to Practice
Dirk Frans
Contact Center Consultant

5. Prepared 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
Prospect
DBase
5
OPT-IN

6. 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

7. Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 7
Example of a DNCM-implementation
DATA
marketing or sales database (B2B & B2C)
Daily download of new DNCM registrations from the
server of BDMA
Upload of phone numbers and dates
Matching with phone numbers in the database

8. Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 8
Example of a DNCM-implementation
SYSTEMS
marketing, sales en care automation (B2B & B2C)
For each phone field:
DNCM Opt-Out Check-box
DNCM registration date
Date of Opt-In
Link to Opt-In proof
Business rule:
 Date Opt-In > Date DNCM Opt-Out?
Workflows or alerts:
 Ex.: In case customer on the DNCM: get Opt-In
Reporting

9. Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 9
Example of a DNCM-implementation
PROCESSES
marketing, 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 outbound
Else Delete from the campaign
Build information flows between departments and
systems
Build controls and protection

10. Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 10
Example of a DNCM-implementation
PEOPLE
marketing, sales or care departments (B2B & B2C)
Must understand the data, systems and processes
Must have access to the information
Must comply with and apply the business rules

11. Maya Angelou

12. Framework | Testimonial
Serge Ferraro
Directeur Bel-Me-Niet Nederland

13. Panel Discussion

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

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

17. 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.

18. 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.

19. 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.

20. 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.

21. Round-up | Speed Dating | Network Drink

23. 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.

24. Prepared by AFIBA for 4C Consulting/All rights reserved/Info & Discussion Session June 2013 24
Product Licenses & pricing
Product 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 License
License 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,-