How Cloud is helping Call Centers Dial Cell Phones

Call centers are concerned with dialing cell phones.  The TCPA imposes steep penalties for improperly dialing cell phones.  With over a quarter of the US population only using cell phones, foregoing cell phones accounts are not an option. So what are some calls centers doing?

Solutions include paying third-party providers to separate lists and/or creating different agent pools. While effective, this option is inefficient and costly. Some call centers even allow agents to dial cell phones manually through the PBX – which might actually increase the risk of violation since these calls are not filtered by other compliance tools, such as time zone restrictions, penetration setting and DNC fail safes.  Contact centers need a more efficient way to approach cell phones (with the recording, reporting and compliance features they need on their campaigns) while reducing risk to both themselves and the consumers.

Cloud contact center platforms are meeting this void by implementing new compliance management tools such as a Click-to-Call Manual dialing, which segregates cell phone numbers from predictive campaigns and allows agents to manually intervene in the decision to skip or call these numbers. This allows call centers to continue dialing cell phone accounts in a more efficient, risk-sensitive way while maintaining the reporting and recording that call centers need and the time zone and penetration setting protections that consumers deserve.

To learn more about the Click-to-Call Manual Dialing (link) as well as the LiveVox Compliance Suite, visit http://www.livevox.com/applications/compliance-suite/.

A struggling economy is fueling more consumer protection laws that place a higher burden on contact centers. The nature of the Cloud allows rapid feature implementations across the enterprise and at a significantly lower cost. This helps call centers stay flexible and efficient as the regulatory environment changes.