Integrated Cell Manager - Frequently Asked Questions (FAQ)
Call Recording Data Security Getting Started How does it work Pricing
Compliance:
TCPA:
Does the Radius Cell Manager (RCM) have the capacity to dial in a way that would be considered random or sequential?
No, it dials only the numbers provided on the list in the order provided.
Does the Cell Manager have the capacity to store phone numbers?
Not within the meaning of the definitions of a predictive dialer. All modern telephone devices have the ability to store a phone number. The call lists are provided by the client daily, loaded on the RCM and dialed as listed. When the list is completed the numbers are deleted.
Does the Cell Manager dial phone numbers without human intervention?
No, the Cell Manager employs point and click technology. The Transfer Agent views a number from the client provided list and is prompted to call (point and click) the number when they are available.
Does the Cell Manager have the capacity to produce phone numbers?
No, the RCM dials only those numbers provided by client, in the order they are provided.
Does the Cell Manager have the capacity to dial in such a way that two or more telephone lines are engaged simultaneously?
No, the RCM calls one phone number for one Transfer Agent on one phone line. There is always a one-to-one line ratio being used at all times for all calls.
Does the Cell Manager have the capacity to predict the availability when an agent will be available to take calls?
No, when the last call has been completed and in the waiting mode, the Transfer Agent views a number from the client provided list and is prompted to call (point and click) the number. The RCM does not employ a predictive algorithm.
Does the Cell Manager have the capacity to abandon calls where it hangs up on a called consumer without connection to an agent?
No, there is no abandonment of calls or prolonged time before an agent answers a call. There is always a live voice for any connected call.
Does the Cell Manager have the capacity to play prerecorded or artificial voice?
No, the RCM does not have the capacity to play recorded, artificial or synthesized voice communication at any time.
FDCPA:
By talking to debtors doesn’t Radius falls under FDCPA?
No, the Transfer Agent’s sole responsibility is to determine if the person with whom they are speaking is the right party and to transfer the call to the Client’s associate. The Transfer Agent does not know the subject of the call only that it is important and must be transferred to the clients associate immediately.
Does the RCM conform to FDCPA requirement by times by time zone?
Yes, the RCM includes the functionality that ensures that FDCPA, or if a more strict state law mandates time of calling, restrictions are met in each time zone.
Will you be leaving a Foti compliant message?
No, no messages are left on answering machines or voice mail so FOTI does not apply. When these devices are detected the RCM hangs up immediately.
Call Recording:
Do you record a portion or all of the call?
The Cell Manager can record none of, a portion, or all of the call, dependent on client’s needs. If a client does not want to record the call after the transfer, the recording process can be configured to stop at the time of the transfer.
Does the recording of the call after the transfer violate confidentiality?
No, the recordings are only available to the client. The recordings are done to meet the client’s specific operational or legal/regulatory needs.
What do you do if the consumer refuses to be recorded?
We recommend that the call be ended immediately, but if the client wishes, the Transfer Agent can turn the recording off and continue with the process.
Where are the recordings stored?
Recording are stored in our secure data center located in Jacksonville, FL.
How long are the recordings kept?
The recordings are stored for 1 year.
Can we get the recordings sent to us?
Yes, the recordings can be sent to you at any time that you require.
Data Security:
What are your policies and procedures related to data security rules?
Radius Solutions Inc.'s ISMS policies ensure business continuity, confidentiality, integrity, and availability of all information assets, including information provided by or to its customers, business partners and regulators.
We achieve this by rigorously implementing security controls, establishing a documented and tested disaster recovery plan, and following a monitoring system which controls and reduces applicable business risk for all of our stake holders.
Insurance Coverage:
Does Radius have insurance for errors and omissions?
Yes, we have $5,000,000.00 of coverage policy with Evanston Insurance Company.
Getting Started:
Who are some of your clients?
Asset Acceptance, NES, Central Credit Services
What do we need to do to get started?
1. Determine number of cell phones to be dialed and frequency.
2. Execute the Cell Manager Service Agreement with Radius.
3. Provide customer call file, ANI and transfer number to Radius.
4. Configure call group on your PBX for transfers.
5. Set a schedule and train associates on transfer process.
6. Track success!
A Cell Manager Program can be started in less than seventy-two (72) hours.
How many ANI’s can be set up?
The number of ANI’s for the program is determined based upon your requirements.
What consumer information needs to be included in the customer file that the client provides to Radius to initiate the program (make calls)?
The only pieces of information required for the Cell Manager program are:
• Consumer name.
• Consumer phone number.
• Account number or other identifier that is used to validate the right party has been contacted
What is the file format used for the customer file?
A CSV file is acceptable.
What is the length of a Radius Cell Manager program?
A Cell Manager Programs is managed on a monthly basis. However, the minimum duration of a program should be at least three (3) months to allow for the results of consumer callbacks to be included in the assessment of the program.
How does the Radius Cell Manager Program work:
What is the actual technology?
The Radius Cell Manager is patent-pending “black box” that makes calls, can program a caller ID, uses Dialogic Call Progress Analysis (to filter “busy tones”, answering machines, operator intercepts, fax machines and modems), has conferencing abilities in order to perform a warm or attended transfer, recognizes time zone restrictions, and records the entire call. The technology is more unique in what is not incorporated, that being, the prohibited elements of an ATDS or predictive dialer.
Do you perform a wireless scrub on the accounts? How do you scrub accounts?
All phone number files are scrubbed by us prior to calling to insure that the most up to date information is used. We use the latest files produced by Neustar provided by Interactive Marketing Solutions for cell phone number blocks and ported phone numbers for all of North America.
How are the Transfer Agents managed?
Radius provides an experienced management team to oversee the Cell Manager process including training and managing of Transfer Agents.
Where are the Transfer Agents located?
Our Transfer Agents are located in Dehradun, India.
Does the Indian/off shore accent result in a higher number of hang ups?
Although it is difficult to determine the reason that a caller abandons a call before transfer, it is important to understand that the Transfer Agents are provided with regular training and monitoring, and the script is limited to the determination of the right party contact, thus minimizing the likelihood of abandonment due to communication issues.
How can the RCM be implemented if we or our clients do not allow data to be sent offshore?
All data transmitted to Radius does not leave the US it always stays in our secure data center in Jacksonville, FL. As an alternative, we offer a program in which you can license the technology, utilize your own or your third party contracted resources as Transfer Agent’s while still gaining the benefit or our knowledge and experience in managing the Cell Manager Program.
How can the solution be implemented if our clients do not allow us to contract work offshore?
No collection work is performed offshore the work done by the Transfer Agents is similar to what a receptionist or an operator does in their duties. As an alternative, we offer a program in which you can license the technology, utilize your own or your third party contracted resources as Transfer Agent’s while still gaining the benefit or our knowledge and experience in managing the Cell Manager Program.
Can we use our employees/contractors as transfer agents?
Yes (see Alternative Pricing question below).
How many calls are made per day per Transfer Agent?
Transfer Agents average between 800 – 1000 dials per day. The average manual operator can dial between 150 –250 per day.
How many associates will be need?
The number of Transfer Agents needed is a factor of the volume of the cell phone penetration required monthly divided by the average dials stated above i.e. (attempts required) X (cell numbers to dial monthly) / (dials per agent per month as stated above).
Can the associates do other work while waiting for transfers?
Yes, the RPC transfer will come through as a normal inbound call and can be handled by whoever is available within the predetermined call group.
What happens if no transfer agent is available?
A call cannot be attempted unless the Transfer Agent initiates it therefore an agent is always available and waiting for the next call.
Can we use the program to get expressed consent from the customer to place them in future dialer campaigns?
Absolutely, once the call is transferred, your associate can use this opportunity to obtain express consent from the consumer. Radius offers a separate calling program to clients, for obtaining a consumer’s authorization to call their cell phone.
How do we track performance – reporting/audits?
All RPC’s and inbound calls are set up to come through a predetermined phone line at your location. You can also track results by monitoring the files included in the call lists provided to Radius over time.
Why is your projected transfer rate so low?
The average transfer rate runs between .5 – 2 RPC’s per hour. The rate appears to be low but that figure is dependent on portfolio type and call list provided.
What can we expect in terms of our return on investment?
The Return on Investment is averaging between 3-1 and 4-1, but this is dependent on your associate’s ability to convert an RPC into dollars.
Are there reports and scripts available?
Radius can provide samples of reporting and scripts that can be viewed, revised and authorized for use.
What is the file format needed?
The phone numbers or cell phone number files can be sent in a basic flat file. The format will be provided.
How many ANI’s (Automatic Number Identification or Caller ID) can be set up to display?
The number needed is determined by the client.
Do we receive uploads of information?
Radius will provide daily an upload for all calls dialed and a result code that can be used to update and scrub your data files.
Pricing and Cost Comparisons:
How is the program priced?
The Radius Cell Manager Program complete with Transfer Agent is priced as an all-inclusive rate of $1800 per Transfer Agent per month. The price includes:
1. Radius Cell Manager Technology
• 4 times the efficiency of keypad dialing (800-1000 calls per day, verses manually hand on keys dialing at 200-250 per day)
• Your caller ID is displayed on entire list of viable cell phone numbers, to drive inbound calls to your associates!!!
• Comprehensive reporting
• Upload file of daily results
• Wireless Number Identification Service and Ported Number scrubbing of cell phone files
• Call recording (optional – off, on for Transfer Agent activity, on for the duration of the call)
• Time zone restriction compliance
2. Our skilled Transfer Agent
• 170 productive hours
• Right party verification personalized script
• Warm and efficient transfer of calls
• Flexible routing to your most skilled associate
3. All telephone LD charges
4. VoIP connection to offshore Transfer Agents
What would be a comparable cost to perform this function onshore?
When you include the human, long distance, infrastructure, and software costs it would come out to about $0.84 per dial. The Radius Cell Manager Program comes out to less than $0.10 per dial.
What would be a comparable cost to perform this function with my offshore personnel?
When you include the human, long distance, infrastructure, and software costs it would come out to about $0.32 per dial. The Radius Cell Manager Program comes out to less than $0.10 per dial.
Do you offer alternative pricing plans?
The Cell Manager Program can be billed on a productive hour basis or the technology can be licensed based upon the number of associates utilizing the Cell Manager technology. Additional cost to this option would be SIP line for agent audio and telephone charges. Radius can work with almost any carrier and can provide a list to compare rates.
How long does it take to implement the program?
A Cell Manager Program can be started for you in less than seventy-two (72) hours.