Collector - October 2017 - 19
Four big communication trends to
keep an eye on-and tips to handle
related compliance challenges.
By Anne Rosso May
elephony is about phones, right?
Wrong. Today telephony goes
beyond picking up the telephone
and making a call. It encompasses more
of the ways we communicate, including
Voice over Internet Protocol (VoIP),
voicemail, text, chat and more. With the
understanding that what you are doing to
reach consumers today may not necessarily
be what you do to reach them tomorrow, it
pays to keep an eye on what's happening.
"It's a consumer-preference world, and
sometimes it's hard to know what those
preferences are," said Dan Womack,
director of product management, ARM for
Ontario Systems. "It can be even harder to
guess what they will be in the future."
Of course, the current compliance
environment doesn't always make it
easy to embrace changing consumer
communication preferences. Here
are four big trends experts are
seeing in the world of
valuable insights on making them work in
CALLING VOIP NUMBERS
Cell phone scrubs are becoming
increasingly popular today, but do you
scrub for VoIP numbers? VoIP calling
is the preferred mode of landline-based
communication, according to a recent
report from ACSI, but poses Telephone
Consumer Protection Act risks for
collection agencies under the act's
"charged call" provision.