The call center industry has undergone quite a few changes in the past decade or so — from autodialing technology to cloud-based calling solutions – making operations dramatically easier and more economical for organizations in the marketplace. From a legal standpoint, however, things have gotten considerably more complicated, with the introduction of the Telephone Consumer Protection Act (TCPA) in 1991…. Continue Reading »
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This summer, the Federal Communications Commission (FCC) ruled on 21 requests for clarification on parts of the Telephone Consumer Protection Act (TCPA). The new rulings mean changes for call centers to remain in compliant, and TCN has made sure to address those issues. “The takeaway message of recent TCPA litigation and enforcement is clear: Businesses and their counsel need to… Continue Reading »
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Boosting collection revenue is a main focus among third-party collection agencies. These organizations continually seek ways to dial up efficiency, especially when it comes to increasing agent connection rates. The first area to consider when evaluating how your firm might improve overall collection rates revolves around the foundation that supports your business operations. If your organization relies on a premise-based… Continue Reading »
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Whether you’re the call center manager for a huge customer service center or for a busy third-party debt collector, your team has to not only successfully achieve its daily outbound contact goals, but they have to accomplish that feat while adhering to industry rules, regulations, and protocols. For 25 years now, the Telephone Consumer Protection Act (TCPA) has been in… Continue Reading »
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When you work in a contact center, you get used to an ever-changing and dynamic business environment. New laws, technological advances, and changes in the general market have profound impacts on the industry. This past year was no different. Here’s a quick look back at four TCPA-related events that made industry news in 2014: The Legality and Jurisdiction of TCPA… Continue Reading »
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The customer service and collection industries share a common element in that they need to make outgoing phone calls. If you manage a call center, it can be difficult keeping up with the long list of customers your agents need to contact. It doesn’t matter if it’s simply to gather feedback on a product or collect a past due bill,… Continue Reading »
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The Telephone Consumer Protection Act (TCPA) was passed into law in the early 1990’s as a measure to restrict certain types of telephone solicitations. Unfortunately, legitimate businesses often become slowed down by TCPA protocols. Fortunately, cloud-based call center software has built-in features to prevent these slow downs while making your call center more efficient than ever. What is required for… Continue Reading »
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In the Beginning… Towards the end of the 1980s, InfoLogix Incorporated’s Douglas A. Samuelson claims he utilized queuing and simulating techniques to become the very first to use call center predictive dialing. The debt settlement industry would never be the same. In a nutshell, call center predictive dialing figured out precisely when the best time to call prospective debt collection… Continue Reading »
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Success in a call center begins with recruiting and training a team that can handle the daily trials of a difficult and often thankless job. The goal for any call center manager is to find the rock star callers who can work quickly and close with confidence, but even the most energetic and high-performing agents can get tired and lose… Continue Reading »
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St. George, Utah—In light of recent developments involving the TCPA, TCN is pleased to deliver additional services that meet the requests by its clients and the call center industry concerning the ability to contact customers via cell phones.
“TCN is proud to announce a separate Manual Dial Only platform for cell phones that is incapable of ‘predictive dialing’, that can only dial a number with human intervention, and that provides 100% call recording,” said Dave Bethers, VP of Sales at TCN. “This platform combines what our customers are looking for; the ability to follow regulatory restrictions, while maintaining the highest levels of agent performance, efficiency, and overall productivity.”
TCN has always led in call center technology and was one of the first cloud technologies to allow our clients to seamlessly identify cell phones and prohibit calls to be placed to those telephone numbers while continuing to dial landlines with full predictive dialer capability. With this new Manual Dial Only platform, TCN clients can take these identified cell phones and let their agents manually call them.
Some of TCN’s features are:
Cell phone scrub on the block assignments as well as scrubbing on ported landlines – as an authorized Neustar Reseller – updated on a daily basis.
Manual dialed calls on completely separate servers and call engines.
Agent manual confirmation/verification, allowing or even requiring call agents to manually type in the number before a call is placed.
Preview dialing enables agents to view the call history of the business or contact being dialed before connecting the call. It improves the quality of the customer interaction and keeps call agents on task.
To learn more about these and other features, and how you can take advantage of a free no obligation demo, please contact TCN at tcnp3.com or by calling 866.745.1900.