Global Connect Has Merged With TCN

St. George, Utah and Mays Landing, N.J. – December 14, 2015 TCN, Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide, today announced that it has entered into a definitive agreement to merge with Global Connect, another leading provider of cloud-based dialing and communication services. Under terms of this agreement, TCN and Global Connect will merge and work in conjunction as the industry’s leading provider of diversified cloud-based contact center solutions.

The merger is expected to greatly expand TCN’s market reach, strengthen its suite of contact center offerings and accelerate the growth momentum. Global Connect has built a reputable name as a leading provider of hosted dialing and communication services, with customers in various industries, including Accounts Receivable Management (ARM), telecommunications, hotels and casinos, healthcare, retail and utility. Through this partnership, TCN customers will be able to take advantage of Global Connect’s advanced SMS and email capabilities, and Global Connect customers can leverage TCN’s leading features, such as Inbound Calling, Agent Gateway and Business Intelligence Reporting. Combined, this partnership will service more than 1,500 customers worldwide.

“We are excited to officially announce our merger with Global Connect and the mutual benefits that will stem from the combining of these two industry-leading platforms,” said Terrel Bird, CEO and co-founder of TCN. “We are confident that this partnership of two major outbound call center technologies will help capitalize on each company’s individual strengths and deliver more robust, streamlined services to our customers. It will also help kickstart TCN’s future roadmap, including faster development of features and multi-channel growth. We are continuing our mission to lead the industry with cutting-edge technology.”

After the merger, Global Connect’s executive team will remain intact and lead TCN’s east coast operation at its office in Mays Landing, NJ. The majority of Global Connect’s employees in support, IT development and sales positions will also join TCN.

“We look forward to merging with TCN and leveraging individual strengths into a combined organization that is better fit to meet and exceed the needs of the contact center industry,” said Darrin Bird, executive vice president of Global Connect. “We are committed to providing our customers with a seamless transition and building a brand together that will deliver superior customer support and value added services well into the future.”

TCN Platform 3.0 is a cost-effective, advanced cloud-based contact center suite that eliminates the need for complicated hardware and improves connectivity between agents and customers, increasing efficiency without the need for additional staff. It provides industry-leading features such as predictive dialer, Interactive Voice Recording (IVR), call recording, and business analytics. Its “always-on” cloud-based delivery model gives end-users the ability to quickly and easily scale and adjust to evolving business needs.

To learn more about this merger between TCN and Global Connect, visit:

https://www.tcnp3.com/home/voip/tcn-celebrates-our-merger-with-global-connect/

About TCN:
TCN is a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide, with operations in the U.S., Canada, the U.K., Mexico and Australia. Founded in 1999, TCN combines a deep understanding of the needs of call center users with a highly affordable delivery model, ensuring immediate access to robust call center technology, such as predictive dialer, IVR, call recording, and business analytics required to optimize operations and adhere to TCPA regulations. Its “always-on” cloud-based delivery model provides customers with immediate access to the latest version of the TCN solution, as well as the ability to quickly and easily scale and adjust to evolving business needs. TCN serves various Fortune 500 companies and enterprises in multiple industries including newspaper, collection, education, healthcare, automotive, political, customer service, and marketing. For more information, visit http://www.tcnp3.com or follow on Twitter @tcn.

About Global Connect:
Global Connect, an industry leader of cloud-based dialing and communication services to the contact center market, is a privately held company with corporate offices in Mays Landing, New Jersey. Global Connect offers an integrated cloud-based dialer and messaging platform with call recording, ACD, PBX, IVR, as well as a compliance module and granular based business analytics. Global Connect has Data Centers in Pennsylvania, Virginia, California and Canada. For more information on Global Connect, call 1-888-421-4151 or visit www.gc1.com in the United States or www.gc1.ca in Canada.

COMPLIANCE AUDIT PREPARATION – REACHING THE NEXT LEVEL

By Patti Dunn

At this point in time, if you are in the financial services industry you have been through more than a few audits over the last couple of years. You also have most likely strengthened your level of documentation and entire compliance management system. Where I have observed opportunity still exists to better prepare for and execute audits, whether the audits are from clients or regulatory agencies, is two main areas: staff audit preparation and audit preparation testing.

Several examples to consider in the area of staff audit preparation:

  • Subject experts you are going to have present information and answer auditor questions should be thoroughly prepared. Just in the last few months, I can think of a number of situations where policy does not match the practice as described by the subject expert. This generally happens for two main reasons: either the policy and practice are not appropriately synced up and trained or the expert “adlibs” an answer to an auditor question.
  • Auditors like to ask questions of employees outside the formal interview process. This can result in unfavorable outcomes because employees are not being adequately trained on policies and procedures for their work or employees make their own adjustments to work instructions. A couple of examples from recent audits include an employee stating that PII and confidential information are routinely at workstations in conflict with the company’s clean desk policy; and an employee producing their cell phone from their purse upon the auditor’s inquiry when the company policy stated that cell phones could not be brought into the facility by call center employees.
  • Another situation that can develop from ad hoc auditor questions is employees feeling the need to answer the question even if it has nothing to do with their job responsibilities. This can result in the auditor receiving misinformation that requires considerable effort to unwind.
  • A gap that I frequently observe is the lack of proof that a policy and procedure is actually in place and functioning as intended. Here are some examples of areas you should be auditing on a regular basis: State legal restrictions for manual and dialer processes, system and physical access logs, chart of State Disclosures on notices, and training logs. Out of date documents also happen more than one would think. I cannot count the times as an auditor I was presented a Licensing Chart showing expired licenses simply because it has not been kept up to date.

Suggestions for audit preparation beyond writing policy and procedure:

  • “Practice makes perfect” – An effective method to help prepare your staff for auditor questions is to ask employees questions on an impromptu basis. Make this part of your daily routine. This approach helps you identify gaps in your policy implementation as well as makes employees more comfortable with answering questions from outside auditor staff. It is also important for employees to know not to answer questions outside their span of control as well as whom to refer the auditor to when this occurs.
  • Preparation – Prior to an audit, the CCO and subject experts should have reviewed both the most recent version of the policies as well as verified what is occurring in actual practice.
  • Training and Implementation – A formalized process should be in place to make sure all policy and procedures are translated into work instructions and incorporated in training materials as well as communicated and trained as appropriate.

Suggestions for compliance testing:

  • “Prove it” – You may have heard this phrase during the course of an audit. It is important that when new policies and procedures are added that a log and/or audit process also be installed. Your CMS should provide the means to schedule audits and track all of these internal audits and logs.
  • Mock audits – If you are not doing this, you should perform internal mock audits both for the CFPB modules and for key clients. Again, it helps identify gaps and it gets everyone more comfortable with and skilled at handling actual audits.
  • Third party compliance stress testing – Have a third party take a look at your CMS system, organizational compliance structure and compliance culture on an annual basis. An unbiased, third set of eyes is essential to creating a strong compliance program.

Successful compliance audit outcomes are all about preparation: paper and people

Patti Dunn is President of The EDGE Consulting. The EDGE provides compliance consulting and auditing services to the ARM industry including creditor and debt buyer auditing and audit preparation services as well as being an approved DBA Certification auditor.

Proper Procedures/Processes for Documenting Consent to Call for Cell Phone Numbers Will Prove To Be A Competitive Advantage

On June 18, 2015 the FCC voted on and passed regulation that will increase the regulatory burden placed on the use of modern day technology. Most notably, the rules governing the use of an ATDS are changing.
In most cases, it is imperative that consent is obtained to dial a cell phone. Global Connect recommends to each of its client partners to implement and follow strict procedures for documenting and maintaining the proper audit trail for the received consent to call the recipient’s cell phone number.

A few recommendations:
• Ensure your collection software or system of record has the ability to notate if consent has been received
• Audit each account and where consent has been granted, notate in the collection software or system of record.
• Formalize a process for situations where consent is revoked to make sure it is captured and account information is updated in a timely fashion. A typical timeframe would be within 24 hours.
• All accounts where consent has been revoked should be reviewed by a manager or similar position
• Ask for and maintain the terms and conditions from your clients, so you know first- hand what the consumer agreed to
• Audit, Audit, Audit, create an environment of strict adherence to compliance

Global Connect, through its cloud based platform has features readily available to help with adherence to the TCPA regulations. Features such as manual dialing options, call recording, cell phone scrub, call monitoring and auditing capabilities, agent and campaign analytics as well as many call count scrubs and time zone curfew features.

As your client partner, Global Connect continues to spend a significant amount of time and money working with various associations, attorneys and lobbyist in Washington, DC for more fair and balanced regulation.
Just recently Global Connect attended an ACA event in Washington, DC with the main emphasis on the regulatory environment and to our sad surprise, Global Connect was just one of three other vendors that attended this conference and we were the only vendor what would be labeled as “Dialer” in attendance. If we are going to win more fair and balanced regulation, please encourage your vendors to get involved as they have no problem taking your money but it is time we all put some back.

Once the final order is published for the new rules governing the TCPA, Global Connect along with other industry associations will participate in providing up to date information regarding compliance.
Where possible, Global Connect will continue to enhance its compliance suite to add safeguards and /or features to allow our client partners to stay on the right side of the regulations.

To listen to the FCC meeting that was held on June 18th, please click on the link below.
https://www.fcc.gov/events/open-commission-meeting-june-2015

Global Connect: New Enhancements in 2015

2015 BRINGS NEW ENHANCEMENTS FOR GLOBAL CONNECT’S COMMUNICATION PLATFORM

Mays Landing, NJ – March 16, 2015 – Whether they are deciding when to schedule a dialer campaign, looking up zip codes for safe dialing times, or reviewing a particular agent’s performance, clients of Global Connect have access to a range of features and functionality that allows them to maximize productivity and remain complaint with Federal and State regulations.  The industry’s leading provider of cloud-based dialing and communication services has spent the past twelve months developing enhancements to the already robust GC1 Communication Platform.

“Global Connect understands that the Accounts Receivable Market is constantly changing and evolving, and our communication systems must change and evolve with it,” said Darrin Bird, Chief Operating Officer of Global Connect.  “In fact, we prefer not to simply react to changes in the industry, but to anticipate those changes and prepare our clients for them.”

Thanks to months of work by Global Connect’s programming and development team, GC1 Peak Dialer clients now have access to the following features:

Enhancements to the Compliance Module – Since compliance with State and Federal call regulations is a major concern for all agencies, Global Connect has focused on this system feature over the past year.  From zip code lookup with safe dialing times to call count scrubs, cell scrubs based on state or other parameters, and from state time zone restrictions to Do Not Call list by day, by time period or permanent Do Not Call, the system makes it easier than ever to comply with State and Federal rules. Graphical interfaces create a straightforward way to manage compliance settings.

Inbound IVR Utilizing Agent Skill-Based Routing – For incoming calls, the system allows the caller to be routed to the correct agent based upon language preference, account profile or other variables determined by the client.

Agent Call Waiting – Also known as two-line call blending, this feature allows agents to receive additional inbound calls while already on another call. Rather than working all day to make a contact and then missing the contact’s return call while busy on another call, agents can preview incoming calls, identify high priority calls and determine which calls to accept, and which should be passed to other agents.

Broadcast Profiler and Scheduler – With this feature, clients can maximize agent productivity by scheduling all dialer campaigns at one time, with built-in prompts to begin particular campaigns or to work particular accounts. Using triggers such as the completion of other dialer campaigns and/or time of day, the dialer manager can schedule all dialer files at one time for the same or multiple agent groups, ensuring that the appropriate agents work the highest priority accounts at the right time.

Enhancements to Preview “Click to Dial” and Manual Calling – This feature allows management to control which agents have permission to utilize manual or preview dialing, as well as which accounts are selected to be dialed in one of these modes.  Management can also “lock down” an agent, giving them the ability to perform only manual or preview calls.

Additional Real-Time Agent and Campaign Reporting Metrics, including Inbound Call Reporting – This enhancement offers increased visibility utilizing charts and graphs to track specific agent performance, agent performance compared to other agent groups, and overall campaign effectiveness.

“To remain competitive, our clients must have access to the fastest, most reliable, and most cost-effective methods of reaching their contacts,” said Bird.  “Our clients can rely on Global Connect to provide them with the tools they need to call, comply and collect.”

About Global Connect

Global Connect, an industry leader of cloud-based dialing and communication services to the Contact Center Market is a privately held company with corporate offices in Mays Landing, New Jersey.  Global Connect offers an integrated cloud based dialer and messaging platform with call recording, ACD, PBX, IVR, as well as a compliance module and granular based business analytics.    Global Connect has Data Centers in Pennsylvania, Virginia, California and Canada.  For more information on Global Connect, call 1-888-421-4151 or visit www.gc1.com in the United States or www.gc1.ca in Canada.

 

Click on the document below for our press release.

PressReleaseMarch2015

Compliant Scripting

There is any number of reasons for the current focus on compliance including: litigation/court rulings, client expectations and CFPB supervision.    ARM experts and industry leaders are  pretty much in agreement that CFBP supervision will affect everyone in our industry whether your company comes under direct supervision or not.   It has been cited as potentially having the largest impact on our industry since the passage of the FDCPA in the 1970’s.

One of the many compliance areas that this would be a good time to look at is scripting.   Yes, you have scripting, training, coaching and quality monitoring but are all of these areas working together so that consistently compliant calls are being made.   Here are some things to consider when doing a compliance review of that scripting:

1.  Establish what compliant scripting is – what disclosure and verification steps should be completed on the first contact as well all subsequent contacts and in what order should disclosures and verifications be given in.     You may also have different scripting to review if you have clients requirements to address.   Some differences that may require managing multiple scripts are things like:   do you ask for the consumers address and last four of social security number or do you provide it and ask for confirmation.   ARM companies and clients vary regarding which approach should be used.

2.   Compare the scripting that your Executive Committee/ CCO have approved to what is trained to what QA monitors to what operations coaches on the floor.   You may  find significant differences between these areas.   Verbal understanding and expectations as well as documentation should be compared for discrepancies.    Part of this confirmation process should be not just what is trained but what the expectations are when QA, operations and training are listening to calls or call recordings.    Consider what is being scored as a passing call.   For example, how is your QA area or operations management scoring calls where the disclosures are given but not until a later point in the call or out of the order the scripting requires.     Are you coaching agents not only when a script step is missed but also if steps are completed out of order?

3.   Put a trend and root cause analysis process in place to identify and resolve scripting deviations.   Understanding how many of the calls being made on a day to day basis meets all compliance requirements is critical to reaching your compliance goals.

Through this review you want to confirm  a “culture of compliance” – policies, procedures and practices.