When a contact center agent is making outbound calls via predictive dialers they can take for granted that the calls comply with the calling hours regulations for the called parties’ locales, adjusted for their time zones- for example, time-zone curfew management. The software manages that for them so it won’t dial calls at 7:30am PT to parties in Portland, Oregon for agents in Portland, Maine: when it is 10:30am ET there.

 

Curfew management becomes trickier for manual-dialed calls. There the agents have to think, and with a myriad of new area codes it becomes next to impossible to match exchanges with time zones. And then on top of that different states have variations on when to and when not to call. One slip and the next call may be from the FTC, FCC (News - Alert) or a state attorney-general’s office.

 

LiveVox has come out the answer: time-zone curfew management functionality for manual dialing on its hosted platform. The feature upgrade enables credit and collection contact centers especially to better control manual calls, while increasing efficiency and assuring compliance.

LiveVox (News - Alert) enables its clients to exact complete control over these calls while combining them into blended campaigns matched with dynamic skills-based routing. This ensures both compliance and efficient handling of organizations’ most important calls.

 

“Curfew functionality is another example of the direct link between the evolving needs of our clients and LiveVox feature development,” says Louis Summe (News - Alert), Chief Executive Officer, LiveVox. “The direction of this industry is more not less compliance oversight, including more certifications, more audits, reviews and proof of positive controls. LiveVox is committed to building feature sets that make it easy for our clients to meet the changing demands of the collections vertical.”

 

If one thinks manual dialing is dead, and LiveVox’s new feature quaint, think again. Manual dialing is a common tactic for new portfolios, skip tracing, and payment-promise follow-ups. It eliminates that dialer pause and dead air that causes people to slam down the phones.

 

Despite its inefficiencies, manual dialing is therefore widely used by the credit and collection industry especially because of legacy hardware dialer constraints. These include the expense of licenses, the lag time in connecting the consumers to agents, and the inability to effectively control who fields the highest value calls.

 

“Ideally, all calls should travel through a single solution for integrated recording, reporting and true blending, matched with skills-based routing,” says John McNamara, Chief Marketing Officer, LiveVox. “Legacy hardware makes this all but impossible because of cost and complexity. LiveVox allows clients to take a fresh approach to their portfolios while increasing visibility of their agents and control over campaigns.”

 

Here are the features of the LiveVox manual dialing solution:

 

*          Increased control and compliance with customized table-based dialing restrictions

 

*          Added effectiveness through campaign blending and dynamic skills-based routing

*          Enhanced agent monitoring for manual calls

 

*          Integrated call recording removes need for third-party recording solution

 

*          Integrated agent-level reporting across campaigns in real time

 

Last month, LiveVox announced another upgrade to its compliance suite that gives credit and collection organizations the ability to automate campaigns to meet specific state dialing standards.

 

“The cost of compliance is expensive both in real terms and the price of failure,” adds Summe. “LiveVox is committed to driving down these costs for its clients’’

community comments powered by Disqus