Industry: All With Telemarketing Activity
Technologies: Dynamics 365 Sales, Custom Software Development
When the FCC implemented the Telephone Consumer Protection Act, or TCPA Compliance Act, call centers everywhere had to take a deep breath and figure out a way to continue automated calling to prospective customers while satisfying the new regulations. For one large automobile insurance carrier, the deadline to become compliant was looming and they had no way to ensure their existing agent data and efforts would be TCPA compliant. They were faced with the possibility of no longer being able to make outbound sales calls, which represented a significant part of the revenue generation engine of their business. Their agents used CRM to call from and to maintain current prospect data. They also imported raw lead data from external sources on a regular basis. Even with privacy and compliance information being provided by Possible Now, they needed a way to make the information in PossibleNow useful to their agents in their existing CRM data.
Working with the clients internal IT team, Alternetics designed a solution that would ensure TCPA compliance and allow agents to continue working without fear of violating the TCPA regulations. The solution involved the development of a custom software solution that compared data currently in the customer’s CRM system to data housed at PossibleNow. When opt out records in PossibleNow are found in the clients CRM database, a notation is made so that particular person is not called erroneously. To further tune efficiency for the call center environment, Alternetics color coded the phone numbers on the agent’s screen to easily identify phone numbers that are Allowed or Not Allowed to call. We provided additional coding within CRM to prevent the accidental manual dialing of Not Allowed numbers by “masking” those numbers from the agent. Finally we provided an easy solution that allows the agent to obtain Express Consent to further market to those prospects while on the phone.
As a result, the customer has continued their outbound sales efforts using this seamless functionality and are soon to launch a new automated dialer with confidence that they are dialing TCPA compliant phone numbers.