Manually Approved Calling (MAC) by TCN is a cloud-based contact center solution that allows agents to manually approve outbound calls before they are placed. This ensures compliance with regulations like the TCPA and enhances customer service by providing agents with relevant consumer information. MAC introduces human intervention into automated systems, offering a scalable and selective approach to call approval.

Features

• Manual Call Approval: Agents approve each call before it is placed, ensuring compliance and control.
• Approval & Calling Agent Workflow: Separate agents can approve or reject calls, which are then queued for calling agents.
• Compliance Scrubbing: Automatically scrubs call lists based on parameters like line type, Do Not Call registry, and reassigned number database.
• Screen Pop Integration: Calling agents see the same consumer data as approving agents via CRM integration.
• Selective Approval: Enables approval of specific numbers (e.g., cell phones) without separate campaigns.
• MAC for SMS: Extends manual approval to text campaigns for TCPA-compliant consent management.
• Natural Language Compliance Model: Ensures adherence to consent strategies across jurisdictions.
• Scalable Design: Suitable for both small teams and large enterprises with flexible agent roles.

Benefits

• Improved Compliance: Adds a human layer to automated systems, reducing legal risks.
• Enhanced Efficiency: Reduces wait times and increases agent productivity by streamlining call approval.
• Better Customer Service: Informed agents deliver more personalized and effective interactions.
• Flexible Deployment: Works for businesses with or without separate approval and calling teams.
• Consent Management: Simplifies compliance for SMS and voice campaigns.
• Custom Scrubbing Options: Tailored to organizational needs for maximum regulatory alignment.
• Operational Control: No calls are placed without explicit agent approval, ensuring accountability.