The arrival of the predictive dialer in the call center industry was a game changer, as it eliminated a number of manual activities for the agent base and ensured right contact connections when an agent ended one call and was available to take the next. The challenge with this technology, however, is that it comes under scrutiny by governing bodies trying to protect the rights of the consumer base. As such, the call center has to pay close attention to the technologies they are allowed to use and the proper methods in which to use them.
Now, to help in the process, a new TCPA (Telephone Consumer Protection Act) software app has been released by LeadiD. The trusted arbiter of media transactions now provides organizations with an effective way to obtain and demonstrate proper confirmation that the proper TCPA disclosures were in place during the activities of the lead event. The key here is demonstrating that the consumer provided express consent to receive the call.
LeadiD’s TCPA app provides access to consent records for legal compliance, while also allowing lead buyers to confirm consent was provided before the lead is dialed. The app delivers considerable value in the contact center environment as it doesn’t require a disruption to the predictive dialer activities and preserves speed-to-contact advantages. As a result, the contact center is assured that only those who provided consent are actually included in the list of numbers to be dialed.
In a nutshell, the TCPA app from LeadiD provides definitive confirmation of the proper disclosures; it ensures dialer operations continue without interruption by the manual screenshot view; and it is the first option built for scalability that is targeted to the short term loan, mortgage, insurance, education and other industries impacted by the TCPA Rule Changes expected to take hold in October 2013.
The impending rule change is making it more important than ever for lead buyers to know definitively if the acceptable discloser was present on the lead form. These organizations also have to be able to document whether or not the consumer provided express consent to receive contact by the lead buyer. For full legal compliance, these companies will have to provide access to authoritative consent records. The LeadiD TCPA app helps in this process.
Even with the new laws on the horizon, contact centers still rely on the predictive dialer to assist with important calling campaigns. The SpitFire Enterprise Predictive Dialer enables inbound and outbound activities with unlimited lines on a fully blended solution that is designed to be user-friendly and cost-effective. This powerful software package provides all the tools necessary to launch a blended campaign while still adhering to the rules and regulations of the industry.
Edited by Blaise McNamee