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How Five9 Helped American Support Embrace TCPA in the Hosted Contact Center
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How Five9 Helped American Support Embrace TCPA in the Hosted Contact Center

January 28, 2015

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By Susan J. Campbell,
TMCnet Contributing Editor

Staying connected with the customer base is an important strategy for customer-facing organizations. Cable companies especially build much of their business model on current and prospective customer interactions. Therefore, the hosted contact center is a measurable value-add.


Traditionally speaking, the contact center industry has been plagued with specific regulations that dictated what they could and could not do to reach out to the market directly. Telemarketing campaigns once ran uninhibited and companies drove significant revenue simply by catching the prospect at home during the evening.

Today, contact centers not only need to abide by Do Not Call lists, they also have TCPA regulations that provide guidelines on placing calls to customers through their mobile number. With an increasing number of consumers doing away with their landlines in favor of wireless numbers only, these regulations have altered the hosted contact center industry as a whole.

Large cable companies tend to have a number of customers who fall into this category. In fact, according to Matt Zemon of American Support, 40 percent to 60 percent of the cable company’s calling lists consist of mobile numbers. For a company that relies on these connections to interact with customers and drive sales, American Support needed to be able to abide by TCPA regulations and still drive business as usual.

To help, the company turned to hosted contact center solution provider, Five9 (News - Alert). The biggest challenge with TCPA regulations could also hurt productivity and drive higher costs – automated dialing to mobile numbers isn’t allowed. Therefore, the players in cable market needed a regulatory compliant solution that would allow dialing for campaigns that could drive sales. Five9 was a key player in the development of this solution.

“It had hardware that was separate from any other hardware where there is no other automated dialing being done on it,” said Zemon in a video testimonial. “The second piece was to have Five9 create software that did not have the ability to do automated dialing. With that solution in place we have been able to dial cell phones from day one from when the TCPA regulations took effect, creating thousands of sales for our customers.”

For Zemon and others in the industry, the reality today is that consumers pick up their mobile phones much differently than they do their landlines. In most cases, they answer quickly and more often. This can mean a higher number of interactions and sales for cable companies, as long as they’re abiding by the rules and driving effective campaigns.




Edited by Stefania Viscusi
Hosted Contact Center Home Page





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