RECORDED Webinar Series:
Intelligent Call Center Solutions to Optimize Collection Results
- Session 1
- Session 2
- Session 3
- Session 4
Skills-based dialing and call routing
Are you leveraging your collector’s skills? Is your call flow optimized for best results?
When you finally have the debtor on the phone, are you able to get the right account to the right collector at the right time?
Whether following up on a broken promise or receiving an RPC (right party contact), it is vital to leverage agent skill sets to ensure high liquidation rates. Consider the competitive nature of the collections industry where placements are dictated by performance; being first or fourth can be decided within 1% liquidation rate. This web session will introduce you to technology and best practices to enable you to match agent skill sets to various account attributes. This concept goes well beyond traditional account ownership…with the ability to effectively manage inbound and outbound calls, you can improve your bottom line and avoid workforce segregation. Agencies can designate their most skilled collectors to take inbound, especially new business inbound. With the right technology and processes, you can implement a successful blended call center. Watch video now
Treatment Strategies: Technology that enables pre-call treatment strategies
Work your placements the way you should, not the way you can.
The challenge is to use technology and treatment strategies to optimize the appropriate level of diligence and control over an account. Every agency will utilize their intellectual property to manage their inventory and due diligence to maximize fee. Generally we find that the more progressive the agency, the more granular the treatment strategy. This session will introduce you to technology and practices that base the call treatment on individual account attributes. This is vastly different from previous solutions that require the creation of individual campaigns to meet the specific treatment of a group of accounts. We will show ways to eliminate the need to create hundreds of campaigns to accommodate clients, balances, score, and state calling legislation…to name a few.
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Treatment Strategies: Using profile scoring and segmentation to predict propensity to pay
In the previous session technology and best practices were presented to show how pre-call treatment strategies can be implemented to have a very positive impact on your calling campaigns.
This session introduces Impact Data, LLC. Impact Data offers an innovative and unique geo-economic scoring and segmentation model that is focused on the ‘propensity to pay’ of customers at a microeconomic level without the use of traditional consumer credit profile data.Created and honed by years of experience in various segments of the financial services industry, this modeling approach has assisted clients in maximizing their yields, profitability and market share.
Impact Data significantly assist clients in optimizing call strategies, workflow management, allocation of resources to enhance operating margins, and identify which customers historically have the highest propensity to pay.
Managing Costs in the Collections Contact Center
Labor, Mailing and Carrier (long distance) are the killer cost items in the Collections Center. Carrier technology is rapidly changing creating expense challenges and opportunities for significant savings. Short call rates are being increased and threaten to drive your expenses up. New technology such a SIP (Session Initiation Protocol) data lines which carry voice calls with reduction or elimination of toll charges potentially offer the opportunity to dramatically reduce toll charges. Alternative notification methods such as email and text messaging present opportunities to decrease mailing costs. And, as always, high performance dialing directly affects labor costs.