Voicent introduces Call Center Manager software

Users of Voicent Communication’s popular AgentDialer predictive dialer will be interested in the Mountain View, CA VoIP software developer’s new companion product that automates Call Center regulatory compliance, eases Agent training  and helps measure and improve Call Center efficiency.

Voicent’s Call Center Manager, which also works with Voicent’s BroadcastByPhone auto-dialing software, allows Call Center managers to set thresholds for dropped-call rates. The software then automatically monitors line usage and agent availability. When agents are engaged in calls, the software slows the pace of outbound dialing, significantly lowering the likelihood that live-call connections will exceed the number of available agents.

Dropping calls, or hanging up on such connections, violates the U.S. Federal Trade Commission’s Telemarketing Sales Rules. Violations of the rules are liable for fines of up to $16,000 per incident.

The new Voicent software also makes users eligible for the FTC’s “safe harbor” clause, which protects companies from prosecution for occasional violations by enabling the measurement and reporting of dropped-call rates through the entire course of a telemarketing campaign.

Companies that employ software capable of measuring and producing reports showing that less than three percent of all calls in a campaign were dropped, are afforded “safe harbor” from prosecution, according to the FTC.

You can learn more about Voicent’s Call Center management software on the company’s website.