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TCN Increases Use Case for Predictive Dialer with Double Confirmation

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April 09, 2012

TCN Increases Use Case for Predictive Dialer with Double Confirmation

By Rajani Baburajan, TMCnet Contributor

Predictive dialers are an extremely valuable tool in call centers around the globe. It is assumed that on an average, a call center agent produces 15-20 minutes of talk time per hour, however with a predictive dialer this can be increased to an average of 45-55 minutes per hour. Hence when leveraging this robust dialer, agents can spend more time on the telephone and less time in between calls.  

In a significant development to strengthen predictive dialer-based calls, TCN, a provider of hosted call center technologies, launched a revamped legal compliance tool called Double Confirmation.

The new tool has been designed to help call centers adhere to rigorous compliance requirements set by state and federal agencies. Automated calling systems and predictive dialer technologies help call centers offset the costs associated with customer interactions, while simultaneously complying with regulatory policies.

Double Confirmation combines automated and manual dialing features. In essence, call center agents type in phone numbers manually and then confirm that they wish to call a particular number before any call is placed. Call centers can even select which phone numbers require Double Confirmation. The technology works in conjunction with Preview Dialing and Cell Phone (News - Alert) Identification, two popular legal compliance tools from TCN.

With Preview Dialing, call center agents can view the information of a queued client before any call is placed, while Cell Phone Identification identifies on its own when any number is connected to a cell phone.

"In combination, these three legal compliance tools ensure clients can still take advantage of cost-saving technologies while being a good corporate citizen," said TCN president Terrel Bird, in a statement.

Earlier this year, Comms Consult, an independent telecoms management company, noticed an increased demand for predictive dialer solutions as call centers increasingly are in search of solutions that can increase profitability.

The company reported a 50 percent increase in inquiries for its predictive dialer services in response to the growing interest from call centers. The growing demand for predictive dialers is mostly from business-to-consumer call centers and those related to the legal industry, claims management and debt management sectors, the company said. 

Edited by Jamie Epstein

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