Technology · TCN Operator

Independent TCN Operator specialists

TCN Operator is the contact centre platform, not the system of record. It runs the dialling, voice, SMS, email and IVR that reach your customers, and the compliance controls around them. We help you get more contact from it, without stepping over the line.

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About TCN Operator

What TCN Operator is.

TCN Operator is contact centre technology made by TCN. It is used for dialling, voice, SMS, email and IVR, with the compliance controls around customer contact.

Technology we assessTechnology implementationTechnology optimisationarum approved technology

Two systems, one operation

The dialler and the collections system have to agree.

TCN Operator sits alongside your collections technology rather than replacing it. That split is usually the right design. It also means the two have to stay in step, and they drift.

You see it in the operation. Contact attempts counted differently in each system. Consent and preference held in one place and acted on in another. Campaign lists built from yesterday's data. Compliance rules configured twice, slightly differently, so the answer to a regulator depends on which screen you open.

The other pattern is simple under-use. Predictive dialling runs hard, while the digital channels, IVR payments and self-service that would take volume off the queue never get switched on.

Our approach

The TCN Operator Health Check.

Five stages covering the platform, the integration and the rules you dial under.

  1. Platform health review

    Campaign design, dial rates, channel mix, IVR flows and how Operator is configured against your collections technology.

  2. Compliance review

    Pacing, abandoned call rates, answering machine detection, contact frequency and consent, against the rules of each market you dial in.

  3. Process and performance review

    Right party contact, agent idle time, and the volume that could move to digital or self-service.

  4. Improvement roadmap

    What to change in campaign design, channel mix and integration, and in what order.

  5. Delivery support (optional)

    Configuration support, integration design and delivery assurance.

What improves

More contact, and evidence you stayed inside the rules.

  • Higher right party contact for the same dialling effort
  • Abandoned call and detection rates you can defend
  • Consent and preference honoured across every channel
  • Volume moved to digital, IVR and self-service
  • One set of contact rules, rather than one per system

Why arum

Dialling is a regulated activity, not a setting.

Independent

We do not resell the platform and we take no revenue from it.

Both regimes

We work to Ofcom's persistent misuse rules in the UK, and to TCPA and Regulation F in the US.

The system of record too

We know the collections technology Operator has to work with, because we assess those as well.

FAQs

Questions about TCN Operator

Is TCN Operator a collections system?
No. It is a contact centre platform. It handles dialling, voice, SMS, email and IVR. Your collections system still holds the accounts, the arrangements and the ledger.
What does the Health Check cover?
Campaign design, channel mix, IVR, integration with your collections technology, and the compliance controls around dialling. It ends with a prioritised roadmap.
Can you check our dialling against Ofcom's rules?
Yes. We review pacing, abandoned call rates, answering machine detection and information messages, and tell you where the evidence would not hold up.

Let's talk.

Thirty minutes with one of our senior experts who knows dialling regulation as well as the platform.
General enquiry
  • AtlantaAtlanta Financial Center, 3343 Peachtree Rd NE, Suite 145, Atlanta, GA 30326
  • London1 Lyric Square, London W6 0NB
  • Sydney97-99 Bathurst St, Suite 1087, Ground Floor, Sydney NSW 2000