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A dialer is a computerized system that automatically dials batches of telephone numbers for connection to agents in a call center. The dialer, or autodialer, removes the need for each agent to manually dial a number. A predictive dialer goes a step further and dials numbers based on the availability of a pool of agents in a center and the likelihood of a called party answering. ARM companies make heavy use of dialer technology for more efficient calling operations. Most dialers in an ARM setting are integrated with collection software and other collection technologies.
Genesys, a leading provider of customer engagement and contact center solutions, announced it signed a definitive agreement to acquire SoundBite Communications (NASDAQ: SDBT) for a price of $5.00 per share. SoundBite delivers cloud-based proactive collections, payments, and mobile marketing applications, as well as proactive customer service solutions to enterprises.
As a business owner, I often learn about my competitors from a distance. I don’t want to be revealing all my business secrets or getting too friendly, right? But at Columbia Ultimate’s Art of Success last week, my whole outlook on competitor relationships was shaken.
So, where does this leave us and what does all of this mean? Clearly, the TCPA and the interpretation thereof are in flux. Creditors and debt collectors have come to rely upon the 2008 FCC ruling as a means in which to establish prior express consent under the TCPA. Mais now holds that neither a creditor nor a debt collector have consent to call a cell phone number via automated dialing equipment or to leave prerecorded messages under the TCPA merely by obtaining a phone number provided on a credit application.
Higher contact rates – it’s the stat every collections operation strives for. More contacts means more promises. And more promises means more revenue. So it’s no surprise agencies, healthcare offices, asset purchasers, law firms, and every other collections operation under the sun are investing in technology that they hope will dial more lines and waste [...]
A court recently ruled that calls to mobile phones must be done manually and not via any system with the capacity to make automated dials. The challenge itself is quite simple: How does an organization, charged with recovering debt from consumers, make enough “manual” phone calls to a growing mobile population to reach enough consumers to actually make any money?
Marketing, customer care, and collections professionals are often challenged to derive meaning, insight, and value from the onslaught of data resulting from customer engagements, including multi-channel campaigns delivered via dialer, voice messaging, text, web, and email.
It’s probably the most important balancing act a collection agency has to master: call volume, which can translate to increased profits, balanced against call compliance, which can drain a ledger sheet if ignored and put your agency’s reputation and existence at risk. Higher contact rate is the stat that, of course, every collection agency strives [...]
I was surprised when DBA International asked me to write an article for DBA the Magazine about business success. There are so many factors that lead to business success. But I whittled the list down to six core concepts.
Over one-third of all debt collection complaints filed with the Federal Trade Commission (FTC) focus on so-called “repeat calls.” With most collections efforts requiring repeat outreach to the same contacts, it becomes imperative that organizations strategically manage the number of outreach attempts to debtors.
No matter how hard we try to comply with TCPA, we find ourselves battling it every day. Whether fighting a class action lawsuit, or fighting to get clarity over the broadness of language.