The FCC’s July 10th Declaratory Ruling on the TCPA has agencies concerned about contacting accounts via cell phone numbers. Some of the interpretations offered by the FCC have brought more confusion than clarification. During the ACA International Expo in Boston last week, ACA International General Counsel Robert Foehl and CEO Patrick Morris explained what these interpretations mean, and how the ACA has responded on behalf of its members.
To the ARM industry dialing is a core functionality, but until recently, the rest of the contact and call center world has been primarily focused on inbound. Now, inbound customer service contact centers are using outbound to differentiate their business. The goal to create effortless customer service and a smoother customer journey has evolved to include proactive outbound notifications that bring timely and useful information to the customer while simplifying effort on their end.
Call center managers are realizing what you’ve known all along—it won’t do to wait for accounts to contact you. For one, the debtor-initiated contact is rare; and two, waiting for them to bring questions puts you behind the game playing catch-up and/or defense. A good outbound strategy gives customers confidence that the company is aware of their needs and able to knowledgeably assist with any inquiry.
Think back 20-25 years with me. I remember the days when, at the beginning of every month, I sat down with the check book and a stack of bills. I manually wrote out a check for each—house payment, utilities, car payment, etc.—stuffed it in an envelope, stamped and mailed it. Now days there are very…
Over the years I have learned that CT Center (IAT’s site-premised system and the basis for our cloud services, CT Impact) has so many features and customized settings that it is difficult to keep track of them all. The system’s flexibility makes it adaptable to any agency’s specific methods of operation and can be adjusted to meet any agency’s compliance standards, dialing strategies and contacting needs.
One such feature is what we call Universal Dialing Ports (or UDP’s for short). A UDP, when coupled with Dynamic Resource Allocation, allows for all dialing resources to be used in whatever dialing capacity needs attention at any given time. Here are some examples of how UDP’s could help your business:
During our 27+ years in the ARM industry, IAT SmartDial has accumulated many regulatory compliance tools to make your contacting processes work more smoothly. Below I have highlighted the main ways our technology helps you operate within the guidelines of the TCPA and FDCPA. Contacting cell phones within TCPA guidelines: “The FCC has determined that…