Here's an interesting article below on TCR that I referred to earlier regarding their 5 Star Mortgage operations. Get behind in your credit card and not only will TCR give you a call but your bank may be secretly listening to TCR give you that call. Wouldn't you know, it gets worse because even the bank may not know that TCR can circumvent it's wishes and know when the bank is listening in. That way, TCR can have a range of intimidation and coercion with a debtor that the bank doesn't want them to have.
TCR no doubt pioneered the "cone of silence" that the Chief and Maxwell Smart used in "Get Smart."
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Total Credit Recovery Limited (TCR) is a highly successful Canadian corporation specializing in accounts receivable management, collections and call centre services. The company was founded in Toronto in 1980 and now has a staff of 550 employees at seven branch offices, and generates over 24,000 calls a day from its Montreal call centre. The company credits its success to its commitment to delivering superior results for its clients, and it has invested in best-in-class technology to support that effort.
The company incorporated the Cistera ConvergenceServer? 2500 and its Quality Assurance and Compliance Solution, CallCenterRecord Enhanced? (CCRE), when it deployed Cisco's Call Manager system in its Montreal call centre. A primary driver for TCR's adoption of IP Communications was its clients' requirement for remote monitoring of calls. With CCRE, 100 agents' calls are recorded and archived and can be accessed for training purposes or to document collection efforts. Supervisors are able to monitor all calls, BUT TCR's CLIENTS WANTED THE CAPABILITY TO SILENTLY MONITOR CALLS MADE ON THEIR BEHALF AND DO IT FROM ANALOG OR CELL PHONES.
With CCRE, Total Credit Recovery clients are able to access live calls remotely through a secure toll free number. The outbound extension is identified so that they can refer back to a specific call if necessary, and supervisors can retrieve recorded calls by date, time, client and/or outbound extension.
"The ability to provide silent monitoring of calls for our clients was essential for us," commented Steve Ferries, Vice President of Information Technology for Total Credit Recovery. "Other vendors said they could do it, but only Cistera Networks made the commitment in writing. And they delivered just what we needed. The capability to provide live-monitoring of our VoIP for clients from any phone is unique in our industry, and it is helping us attract new clients and grow our business."
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Ray