Latest Contact Center Best Practices

Jan 15

4 TCPA Compliance Traps—and how to protect your call center

Posted by Rachel Brink on Jan 15, 2016 9:02:00 AM

The regulatory environment faced by today’s contact centers has become far stricter and more complex than ever before, requiring organizations to take a number of precautions in order to remain compliant with the latest standards and regulations. But as technology evolves and regulations continue to change, many businesses are finding it increasingly difficult to keep up with and understand the latest legal boundaries (TCPA, PCI-DSS, HIPAA, etc.) impacting their contact centers. But what are some of these pitfalls? And what are some actions businesses can take to mitigate the risk of violating them? Let’s break down some of the hidden traps of the Telephone Consumer Protection Act (TCPA), a standard that was created to protect consumers from unsolicited and inconvenient phone calls, faxes, and texts.

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Topics: call center, contact center, tcpa, tcpa compliance, tcpa regulations, call center compliance

Nov 13

Is Cold Calling a Thing of the Past?

Posted by Rachel Brink on Nov 13, 2015 8:38:30 AM

“Cold calling”, or the act of making unsolicited phone calls to consumers in hopes of making a sale, is a widely used marketing tactic that has recently come under immense scrutiny. Cited as “irritating” to those on the receiving end of the call and inefficient for those performing the dialing (only 2% of cold calls lead to a future appointment), many have begun to wonder if outbound calling/telemarketing is a sustainable way to sell and market product and service offerings in today’s consumer-centric society. And with the FCC and FTC cracking down on telemarketing and the use of ATDS devices with increased TCPA regulations, businesses are also fearful of mistakenly crossing legal boundaries, leaving many to wonder whether they should seek out alternative means to connect with their target audience.

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Topics: Inside sales, tcpa, sales, tcpa compliance, cold calling, telemarketing

Mar 24

Does TCPA Compliance Apply to my Business?

Posted by Rachel Brink on Mar 24, 2015 1:09:18 PM

The Telephone Consumer Protection Act (TCPA), created to protect consumers from unsolicited and inconvenient phone calls, faxes, and texts, requires businesses dialing wireless numbers through Automatic Telephone Dialing Systems (ATDS) for the purpose of soliciting sales to proceed with extreme caution. Defined as equipment which has the capacity to store or produce telephone numbers to be called using a random or sequential number generator, and can dial such numbers, ATDSs have become a staple within the contact center space, as they offer businesses the following benefits:


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Topics: predictive dialer, tcpa, auto-dialer, tcpa compliance

Oct 22

Is the Predictive Dialer Dead?

Posted by Guillaume Seynhaeve on Oct 22, 2014 9:01:00 AM

The emergence of Predictive Dialing has revolutionized the way contact centers perform outbound campaigns. What was once a tiring, manual, and inefficient task, can now be fully automated and maximized. In fact, contact centers have enjoyed a 50% increase in sales, 100% growth in profits, and 400% improvement in agent productivity since the introduction of predictive dialer platforms. But despite being the ideal solution for outbound campaigns, predictive dialers have faced substantial scrutiny and restrictions in recent years, requiring users to proceed with extreme caution.  So are the days of the predictive dialer numbered?

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Topics: call center, contact center, predictive dialer, DNC compliance, pci compliance, tcpa, preview dialer