Sounds like a situation that calls for building a financial analysis. Yes, checking addresses will take time, and 15-20 seconds per call is not trivial in the potential impact on staffing, performance, and cost. Many companies include address verification as part of their security or identification steps. The key is to have a clear business reason for doing it, and to be able to see the value. If you can show that the cost saved in returned mail outweighs the cost of additional time for validating addresses, perhaps you'll have a better chance. I would also consider alternatives though - perhaps address update services, a round of proactive (perhaps outsourced) contact to update addresses, mechanisms to make it easy for your agents to update their addresses with you via the Web or on a speech-based system (tied to address services) are all possibilities.
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