TCN Enhances Consent Tracking Feature to Help Debt Collectors Succeed with SMS Communications

While most contact centers face some level of compliance with regulations governing how, when and by what channels they can initiate communication, the debt collection industry faces more restrictions than most. Many contact center technology providers that count debt collectors as clients are choosing to move away from SMS communications due to the complexities of consent management and verification required by law under the Telephone Consumer Protection Act (TCPA). But SMS is a valuable communication tool, and technologies that can help keep it in the mix by ensuring compliance are highly valuable.

Cloud-based call center platform provider TCN Inc. has announced SMS Consent Tracking feature enhancements to its flagship platform, TCN Operator, to help call centers successfully and compliantly communicate with consumers. Offered as a part of the platform's Natural Language Compliance (NLC) tool, the SMS Consent Tracking feature enables call centers to easily manage consumer consent and stay compliant by tracking and recording individual and channel-specific consent for every contact.

Through its established carrier relationships, TCN offers secure SMS numbers, brand and campaign registration and a straightforward SMS process that alleviates challenges related to communicating with consumers, said the company.

"At TCN, we understand the complexities of SMS communication, which is why we prioritize our partnerships with SMS providers and carriers to ensure that we deliver our clients the most secure and supportive experience possible," said Terrel Bird, chief executive officer at TCN. "We are committed to providing our clients with exceptional customer service and easy-to-use solutions that effectively manage SMS communication to optimize productivity and drive revenue."

The Consent Tracking features involve Consent Profiles, which is integrated within TCN Operator's NLC tool. These profiles allow consent tracking across individual and channel-specific consent for every contact. Once user consent is given, TCN Operator generates specific URLs for websites and text messages, allowing consumers to self-manage their consent profiles on their preferred communication channel. These permissions can be collected via web, SMS, email and by an agent during a call.