Ask the CEO: SER's Carl E. Mergele discusses FCC/FTC compliance.What is your company's position on the TSR (Terminate and Stay Resident) Refers to a program that remains in memory when the user exits it in order that it be immediately available at the press of a hotkey. regulations? SER Ser serine. Ser abbr. serine SER smooth endoplasmic reticulum. Ser serine. Solutions, Inc. firmly believes that despite recent concerns regarding the FCC/FTC regulations, our industry will continue to thrive. Clearly, since these regulatory challenges will be ongoing for the foreseeable future, we recognize that the top priority for contact center operators is to ensure that their predictive dialing system complies before the fast approaching regulations become effective. What is the nature of your compliance products and solutions? SER remains dedicated to providing the industry's most efficient predictive dialing equipment while complying with applicable laws, including the TSR and TCPA (Trusted Computer Platform Alliance, TCPA Program Office, Intel Corporation, Hillsboro, OR, www.trustedcomputing.org) A membership organization founded in 1999 by Microsoft, HP, Intel, Compaq and IBM. It was superseded by the Trusted Computing Group (see TCG). regulations. How does your compliance product or solution work? ABANDON CALL RESTRICTIONS SER has worked to ensure our Call Processing In telecommunication, the term call processing has the following meanings:
To comply with the "2 second transfer to agent" requirement, CPS provides two compliance options. Operating with Answering Machine Detection enabled, the system detects a person's greeting and transfers the call to an agent within the 2 second requirement. To verify compliance, CPS, in conjunction with SER's innovative TSP TSP - travelling salesman problem [TM] switch, provides a timestamp of both the voice detection and transfer events, enabling customers to create compliance-specific reports. Alternatively, operating in Normal mode (predictive dialing without answering machine detection), CPS transfers the call to an agent immediately upon receiving the "off-hook" signal from the telecommunications provider - thereby guaranteeing the 2 second transfer requirement. NATIONAL DO NOT CALL REGISTRY Do Not Call Registry is the name of a list of personal phone numbers that are off limits to telemarketers in North America.
In accordance with the establishment of a national "Do Not Call" registry, CPS provides a Do Not Call utility that compares records about to be called against a Do Not Call list in real time, while dialing is taking place. The Do Not Call utility compares records to an external database of numbers not to call and marks a record as a "do not call" if a match is found. Any marked records will not be dialed. TRANSMISSION OF CALLER ID A telephone company service that sends the caller's telephone number between the first and second ring of the call. If the calling number is not blocked, the calling number is displayed on the handset or base station of the called party. CPS, when used in conjunction with the TSP, can be configured con·fig·ure tr.v. con·fig·ured, con·fig·ur·ing, con·fig·ures To design, arrange, set up, or shape with a view to specific applications or uses: to show the telephone number and the name by campaign, on caller ID screens of called parties. With this enhanced Caller ID capability, service bureaus can display client-specific information, company name and telephone number, instead of that of the service bureau. How does your product or solution help users conduct normal outbound/inbound without the loss of productivity while complying with TSR regulations? SER's patented SmartPace[R] VI dialing algorithm generates more connects per hour by increasing the number of live connects while effectively eliminating unwanted answering machines, fax machines, and busy signals. SmartPace VI is uniquely capable of maximizing agent efficiency even when the abandon rate is set at the mandated 3% and the number of agents on a campaign is relatively small. SER has received numerous industry accolades including "best-in-breed outbound dialing vendor" (1) with the "best pacing algorithm in the industry" (2) by the META Group. (1) META Group, February 2003, Outbound Dialing: Standardization standardization In industry, the development and application of standards that make it possible to manufacture a large volume of interchangeable parts. Standardization may focus on engineering standards, such as properties of materials, fits and tolerances, and drafting Meets Productivity; (2) META Group, March 2003, Outbound "Dialing for Dollars Dialing for dollars A term used to describe the practice of cold calling, but which has negative implications as it is frequently applied to salespeople selling speculative or fraudulent investments. " Contact us today. 703.948.5500 info@ser.com www.ser.com |
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