An easier and more streamlined approach to call center compliance
Compliance is critical to the profitable and sustainable operation of the modern contact center or collection agency. The FTC and FCC and state AG’s have ramped up regulations, rulings and enforcement, with some of the stiffest penalties arising from enforcement of the Telephone Consumer Protection Act (TCPA). In a survey, 41% of respondents in a single industry reported TCPA as the most challenging regulation for their business.
TCN’s platform doesn’t just safeguard call center compliance against the TCPA, it’s designed to help automate compliance and minimize risk as regulations and rulings come and go. Features like Natural Language Compliance and Manually Approved Calling can help control when, where, how and to whom all communications happen.
Introducing TCN’s Compliance Suite
Natural Language Compliance—An Industry First
Natural Language Compliance is an industry first designed to help contact centers and agencies automate compliance and minimize risk as state and federal rules and regulations continue to change. Using a unique approach, TCN’s new Natural Language Compliance uses smart algorithms to help build compliance rules naturally—simply type your rule into the TCN Compliance Manager and the Natural Language Compliance engine will build an easy to understand compliance rule. There is no limit to the number of rules you can build. Natural Language Compliance is a revolutionary feature for the contact center industry that enhances compliance efforts in one user-friendly tool.
- Natural Rule Creation – Easy and intuitive GUI. Generate and edit new rules on the fly, saving your contact center time and effort.
- Rule Sets – Allow compliance staff to assign rule sets to various campaigns or subset of communication channels, enabling agents to manage several different outreach campaigns with different rules at one time.
- Unlimited Rule Creation – Give your managers the ability to create and establish as many rules as needed to deploy an effective strategy.
- State and National Specific Rules – Build and set flexible rules by state, zip or area code.
- Scalable – Suitable for businesses of all sizes with a pay-per-use pricing structure.
- Reusable – Sets of rules can be packaged and reused for future campaign building.
Manually Approved Calling
Manually Approved Calling allows a subset of agents to review and approve calls for other agents. TCN’s Manually Approved Calling platform helps maintain performance while still keeping TCPA compliance needs in mind. This process has proven to be faster and more efficient over other cloud provider platforms.
- Manually approve phone numbers without the need for separate campaigns or initiatives
- Approve and reject calls based on compliance criteria
- 3rd party contact information and account information readily accessible to quickly review each account in real-time.
- Unified interface to seamlessly switch between approving calls and taking calls
Manual Dial Only Platform—Human Intervention
Building from our Manually Approved Calling platform, TCN’s Manual Dial is only capable of placing calls if an agent chooses. This dialing mode is separate from any predictive campaign and does not have the ability to dial without human intervention. Manual Dial comes with call recording and agent efficiency tools built in—a key component for call center compliance.
Send voice messages directly to the voice-mailboxes of thousands of mobile phones using VocalDirect. Utilizing TCN’s non-intrusive direct voicemail delivery technology you can increase callbacks for various applications such as: collections, reminder calls, and other essential messages that need to be heard.
Call Recording with PCI Redaction
Search and use call recordings for training, compliance or audit reviews. TCN Call Recording and Storage make it easy to retrieve and analyze. Combine this with our SpeechAnalytics to get full transcript and conversation tagging.
- 100% PCI call recording with redaction
- Securely and centrally stored
- Auditor access
- Promote quality assurance and process compliance
Cell Phone Scrub Built In
Built in for easy access and updated daily. Our scrubbing and ANI checker quickly can identify cell phones. And because pre scrubbing is built in, your agency can quickly identify and cancel calls to cell phones and ported numbers.
- Quickly identify and cancel calls to cell phones and ported numbers
- This service comes standard with our Outbound calling
*This information is not to be taken and is not intended to provide you with any legal advice and should not be relied upon as such, but rather to provide an understanding of TCN’s approach to TCPA and its NLC, Compliance Suite, and MAC platform.