Can you believe yet another year has passed and it is now 2013? I remember sitting in school as a little girl and thinking about what 2013 would look like, imagining flying cars and robots that could complete virtually any task. While I was a little off, something that was important way back then and still is just as relevant now is compliance. While this word is typically associated with the healthcare industry, every vertical most follow certain mandates and the predictive dialer space is one of them.
Dialer technology that is touted as being predictive indicates the use of an computer-based dialing system that can quickly make a large quantity of simultaneous outbound calls, pulling from a database of phone numbers that connects to telephone lines. The configuration and the amount of agents using this system will affect how many calls the predictive dialer places per hour. While this solution can be leveraged to contact the masses with ease, certain criterion applies that needs to be concentrated on to prevent your company from being fined or tarnishing its brand forever.
In a recent blog post, Tim Segall, SoundBite’s chief technology officer, commented, “Compliance knowledge is not a burden, it’s a mandate.” In essence, knowledge is power and as long as you keep up-to-date with ever-changing regulations governing the call center space, you will be able to see multiple benefits included increased agent productivity, customer satisfaction rates raised and overall streamlined operations.
In spite of dialers enabling companies to grow at fraction of the cost of other contact methods, not all varieties of this product are truly complaint ready. One that is however, is SpitFire’s Enterprise Predictive Dialer, boasting capabilities including fully blended outbound and inbound calling with DNIS routing, unlimited do not call lists and agent recording.
A few months back, innovative preamble messaging, text-to-speech and API capabilities were added to the dialer that can be used for both live answers and answering machines. Now, when a live person answers, you can play a pre-recorded “preamble” message then automatically transfer the call to a live agent. Users even have the option to allow the customer to “press one” to speak to an agent and then proceed to transfer the call.
In addition, with the text-to-speech feature, customers can easily personalize each message to include the customer’s name, date, time and dollar amount; up to eight different text-to-speech insertions are currently present within this technology. All this vital data is also sent directly to the agent’s screen when the call is transferred to further the relationship and make it much more intimate.
APIs can be leveraged within the predictive dialer to import, change and delete customer records in the dialer automatically. And with the text-to-speech feature, customers can easily personalize each message to include the customer’s name, date, time and dollar amount; up to eight different text-to-speech insertions are currently present within this technology. All this vital data is also sent directly to the agent’s screen when the call is transferred to further the relationship and make it much more intimate
To overcome any compliance-related issues, be sure to remain mindful of how you are suppressing do not call lists or ensuring contacts only during safe contact windows, are aware of the ways in which your agents are managed as many are working with multiple clients with varying compliance concerns, and how the mobile device landscape as a whole is impacting your business, Segall recommended.
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Edited by Rachel Ramsey