Outbound Call Center Featured Article

TCN's 'Preview Dialing' Functionality Gives Agents More Control

By Mini Swamy
TMCnet Contributor

The need for an effective automated dialing technique that gives agents control over the call process becomes more imperative in the changing call center scenario. Realizing this, TCN Inc., announced the release of its Preview Dialing functionality that enables agents to prioritize which contacts are to be made.

"In so many industries today businesses face a patchwork of local, state, and federal regulations," stated Terrell Bird, CEO of TCN in a press release, and added, "Especially when businesses want to contact their customer via telephone. At TCN we listen to our clients' frustrations and implement technology solutions to alleviate them. Preview Dialing is a perfect example."

The company said that Preview Dialing gives agents additional time as it allows them to read through notes or view the call history of the customer being dialed before the connection is made. The information displayed is customized for each client. If the agent does not wish to proceed with the call, the phone system can present another contact for the agent to review.

Preview Dialing not only enhances the quality of agent-customer interaction but also the call center's ability to company with all state and federal laws.

Although predictive dialing ensures speedy and efficient agent-customer interaction, it compromises on the quality of agent-customer interaction. Preview dialing combines the speed of predictive dialing with the personalized touch of manual dialing.

According to company officials the most valuable aspect is TCN's unparalleled cell phone detection technology, which verifies phone number against national portability databases in addition to using the standard methods. This ensures accuracy of the highest order and when coupled with Preview dialing give clients the powerful option of choosing to use Preview Dialing only on cell phone numbers.

In other news, TCN Inc., announced a partnership with The Computer Manager (News - Alert), Inc., a leading Washington-based debt collection software company that produces Debt$Net Collection Software. The partnership will enable Debt$Net users to utilize TCN web-based telephony services that are integrated with Debt$Net Collection Software.