What’s something you’ve always done the same way? Now, how could you do it differently?
In the call center industry, businesses expend considerable resources to prepare data. Many call centers have teams of people to go in early every morning or late at night to perform tedious tasks like copying data from one location to another and manipulating it to be in the form they need. This is how businesses have always handled their data, but TCN’s List Management tool provides a whole new way to do this that helps improve efficiency and customizability.
Taking a new approach to the tedious task of preparing data that many call centers experience, the ability to process all data files in one place and automate complex workflows helps save time and reduce errors. Automation is the new frontier, and one by one, these time-consuming tasks will hopefully be met with new and more efficient ways to accomplish them.
Does a whiteboard help you to solve problems? How? What’s an example?
When we start a new project, the entire team comes together with ideas and examples of how we might be able to proceed. No idea is too small, and everyone participates in the conversation. Oftentimes, the team will hash things out on the whiteboard — whether writing down ideas, making lists, or drawing out explanations to give a better visual.
This process helps us explore all the possibilities and angles while also identifying any pitfalls or potential mistakes we might encounter. Each team member has a vital role to play in the creative process. Working through these problems collaboratively can further help paint a clearer picture of what is expected in the finished product.
What’s the best experiment or new product you’ve launched in the last year? Tell the story of how it came about.
To remain ahead of the curve and better serve the ever-evolving needs of our customers, we wanted to build a scalable and flexible platform for the modern call center that could provide a comprehensive set of tools for meeting practically all of the needs of agents. As a result, we developed TCN Operator, which features an intuitive interface and a holistic set of easy-to-use, automated agent tools and advanced apps centered around compliance that all work together to boost agent productivity and improve customer experience.
TCN Operator is seamlessly integrated into one cloud-based platform and puts everything in one place, allowing the monitoring of operations from virtually anywhere. We designed it to be highly scalable and flexible. Grounded in TCN’s deep understanding of call centers’ needs, TCN Operator is built on the company’s vast experience in supporting billions of interactions every year between call center agents and customers. TCN Operator is also accessible to agents with visual impairments and integrates with leading CRMs and APIs including Salesforce and Zendesk.
What current industry problems do you think will require the most innovative solutions?
The myriad of court cases, rulings and upper court battles can make TCPA compliance activities feel like a moving target, and one that can be incredibly complex and nuanced. It’s definitely a top issue for call centers and contact centers that requires an innovative approach to manage effectively. Any innovation that can provide clarity and precision in daily operations is beneficial to both businesses and consumers.
One example of this is the Supreme Court decision in Facebook vs. Duguid case which, after 10 years, has finally provided technical clarity about what an ATDS is. Correctly understanding the implications of this ruling is essential to building credibility in our industry and returning trust back to our communications.
Complete this question in the context of the ARM industry: What if….
What if regulations like Regulation F didn’t exist?
If Regulation F didn’t exist, we would still operate under the same original TCPA guidelines passed in 1991. Many of the vital changes we’ve had over the years to help fine-tune practices and compliance have come from regulations such as Regulation F.
Further, if regulations like Regulation F didn’t exist, there would still be a “gray area” to the specific implementation of the FDCPA and those definitions. Debt collectors would be at large without the clarification on communication preferences and related practices, relying on the TCPA for sole guidance.
Albeit, there have been challenges along the way of finding where legal consumer contact fits into these compliance regulations. Still, in large, they have helped consumers and businesses operate within safe and legal boundaries.
iA Innovation Council is a collaborative working group of product, tech, strategy, and operations thought leaders at the forefront of analytics, communications, payments, and compliance technology. Group members meet in person (and lately, virtually) several times each year to engage in substantive dialogue and whiteboard sessions with the creative thinkers behind the latest innovations for the industry, the regulators who audit and establish guardrails for new technology, and educators, entrepreneurs and innovators from outside the industry who inspire different thinking.
2022 members include:
2nd Order Solutions
Capital Collection Management
Collection Bureau of America
Crown Asset Management
Healthcare Revenue Recovery Group
NCB Management Services
Phillips & Cohen
Professional Finance Company
Spring Oaks Capital
State Collection Service
The CMI Group