SoundBite Communications, a customer experience management company, has launched Contact Controls. The solution is touted as helping contact centers lower compliance risks and improve the customer experience overall.
Contact Controls facilitates cross-channel communications, enabling a deeper level of strategic control over contact frequency. It is ideal for debt collection and marketing agencies that constantly confront compliance issues arising out of “repeat calls.” In fact, SoundBite has found that over one third of all debt collection complaints filed with the Federal Trade Commission (FTC) are due to repeat calls.
SoundBite Contact Controls helps contact centers strategically manage the number of outreach attempts to debtors. Contact centers can define the maximum number of outreach attempts across and within channels including voice (predictive dialer, manual dialer, automated voice messaging), text message dialogs, and e-mail.
The client-defined service also allows organizations to set the maximum number of voice messages that can be left on any device – landline and mobile—and customize the specified timeframe for contact limits. Call centers can also manage settings at the account and campaign levels
With such features at their fingertips, contact centers will be able to not only achieve higher overall standards for contact center compliance but can reduce costs associated with outreach as well. In addition, the solution will help them improve control over their collections operations, and provide a better consumer experience.
"SoundBite's Contact Controls offers a deeper level of compliance and governance for contact centers, including those employing multi-channel communications campaign strategies," said Tim Segall, chief technology officer at SoundBite Communications, in a statement. "Organizations seeking to reduce exposure to risk and meet client and CFPB, FCC, and FTC rules will benefit greatly from this enhancement.”
Moreover, contact centers can expect to minimize the costs of excessive contact re-queue attempts, increase campaign ROI, and improve the customer experience by avoiding contacting individuals too frequently—goals that are top of mind with collections, customer care, and marketing organizations, Segall added.