As a call center, having an internal compliance team is typically a necessity from a compliance and quality standpoint, but it also gives you the opportunity to ensure that you are achieving compliance before an outside regulatory agency or client…
Internal Call Center Audit Strategies for Collection Agencies
Conducting an audit on your call center is an important part of ensuring your agents and your company’s processes and procedures are compliant at all times. Given the thousands you’ll spend in legal fees each year without this integral process,…
Posted in Contact Center Solution
The Do’s & Don’ts of PCI Compliance Contact Center
When it comes to protecting the financial security of your customers, it’s absolutely critical that your call center follows the latest Payment Card Industry Data Security Standards (PCI-DSS) for each of the five major brands. So what are some of…
Posted in Managers
4 Reasons Recorded Calls Build Better Employees
There are many benefits to utilizing your recorded call sessions aside from just good record-keeping. From effective training to providing excellent customer service, recorded call sessions build better employees. Here are 4 ways you should be using them right now.…
Posted in Business
Is Your Collections Agency Truly Following Regulations? Learn about the most common industry infractions and start being proactive.
One of the toughest parts of running an effective call center is following all of the rules and regulations regarding how you can contact customers. Given the seemingly ever-changing landscape of regulations, it can be difficult to keep up with…
Posted in Business
3 Major FDCPA Violations That the CFPB Uncovered (and How to Ensure That Your Outbound Call Center Avoids Them)
When it comes to keeping up with the latest changes regarding the Fair Debt Collection Practices Act (FDCPA), it’s easy to get caught up in the details and miss the larger picture. The point of the act is to protect…
Posted in Business
Why a Reputable Cell Phone ID Service Is One of Your Most Valuable Business Assets
When it comes to getting in touch with your customers via mobile phones, numerous regulations limit when and how often you can use this method of contact. Complicating matters is the fact that your customers are converting landline numbers into…
Posted in Uncategorized
The Challenges of an Effective New Strategy for Contacting Millennial Account Holders
A New Challenge for a New Age With the exponential rise in mobile device use over the last 30 years, it’s clear that a major shift has occurred in the realm of telecommunications. During this time, the FCC has tried…
Posted in New Capabilities
3 Ways that an Integrated Call Center Solution Increases Efficiency
Most companies source software solutions from multiple vendors to manage call center operations so they can get the best product for each job. The challenge is selecting solutions that can be integrated together so data is easily shared between each…
Posted in Contact Center Solution
Choosing the Best Contact Center Solution for your Billing and Collection Business
Finding the best contact center solution for your billing and collections business isn’t the easiest task. So what should you look for in the ideal contact center solution for your business? There are two key vendor capabilities that we suggest…
Posted in Contact Center Solution