Archive for the 'TCPA' Category


How the Cloud-Based Contact Center and Business Intelligence Improve Monthly Call Center Metrics

Keeping in touch with customers usually reigns as a top concern for any organization, be it a B2C, B2B company or nonprofit. Regular communication keeps brands “top of mind” and often delivers greater customer satisfaction and loyalty. But that’s where the challenge comes in. Customers want “right-now” communications that cater to their interests and personalities. Organizations desire to meet the…
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How TCN’s Cloud Contact Center Solutions Help Australian Contact Centers Turn into Customer Experience Hubs

A convergence of forces (such as the Do Not Call Register, multiplying communication channels, offshoring, and technology adoptions) have many Australian contact centers wondering if their days are numbered. Justin Tippett of Contact Centre Central, an Australian-based resource for people working in contact centers, interviewed several executives in the contact center and business process outsourcing (BPO) industries to assess the…
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TCN Recap: National Healthcare Collectors Association Spring Conference

Published under FCRA,FDCPA,News,TCPA on

The National Healthcare Collectors Association (NHCA) held its 47th Annual Spring Conference recently in Scottsdale, Arizona. We attended many sessions and networked with a number of people in the healthcare collections industry, leaving with takeaways and insights into common collection agency struggles. In particular, we garnered significant information related to technology and compliance concerns. Healthcare collection technologies and services hold…
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TCN Unveils the “State of the Collections Industry” Report, Uncovering Technology Trends, Compliance Challenges and Future Outlook

Published under Collections,News,Press,TCPA on

St. George, Utah – April 18, 2017 – TCN, Inc.,a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs and collection agencies worldwide, today announced the results of its “State of the Collections Industry” report, which reveals the collection industry executives’ views on technology, communications, regulations and future outlook. With the goal of understanding human sentiment and…
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Happy Call Center Agents are TCPA Compliant Agents

Published under Agent Efficiency,Compliance,TCPA on

Call center rules and regulations for agents sometimes feel like a list of “thou shalt not’s.” Managers receive directives from federal and state governments. They, in turn, command call center agents to avoid certain practices and adhere to guidelines found within the Telephone Consumer Protection Act (TCPA), the Health Insurance Portability and Protection Act (HIPAA), and the Payment Card Industry…
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Five Takeaways from ACA International Spring Forum and Expo

Our Executive Account Manager Mike Gray recently attended the ACA International Spring Forum and Expo in Las Vegas. He came back with all sorts of ideas gleaned from the forum’s keynotes and breakout sessions. He also returned with some takeaways. A few were surprises. Others were expected. Regardless, all affect call center operations specifically and communication generally. We share his…
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The Three Scariest Compliance Outcomes in Call Center History

Over the last decade, the number of filed Telephone Consumer Protection Act (TCPA) claims has increased. The reasons vary, but the common threads are two. One, consumers desire to protect their privacy and are much more aware of their rights. Two, businesses and organizations appear to have conducted calls and other communications in violation of the call center regulations set…
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Will Outbound Call Automation Help My Call Center?

Published under Call Centers,Compliance,Outbound,TCPA on

Outbound call automation holds benefits for call center agencies and companies with a call center department. However, many executives worry that the tactic will rain down the wrath of consumers, the Federal Trade Commission (FTC), and the Federal Communications Commission (FCC). Perhaps you share that concern. You have a right to. Changes with the Telephone Consumer Protection Act (TCPA) and…
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Part 2: How Could the New Administration Affect Debt Collection and TCPA Compliance?

In our previous post, we discussed how net neutrality and privacy laws could affect call centers and call center technology, including cloud-based call center platforms. This week, we take a closer look at debt collection and TCPA compliance. Could the new administration affect them? A distinct possibility exists. Ajit Pai, the acting Federal Communications Commission (FCC) Chairman, opposes the current,…
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Part 1: How Could the New Administration Impact Net Neutrality and Consumer Privacy?

Published under Collections,Compliance,Customer Service,TCPA,VOIP on

Anyone involved in telemarketing or collections wonders what the new administration portends for the Federal Communications Commission (FCC). It’s an admissible concern. The FCC governs national and international communications on a number of channels, so changes to it could hugely impact call center regulations and practices. The most pressing issues number two: 1. Net Neutrality and Consumer Privacy 2. Robocalling…
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