This ebook outlines how some US collection organizations have solved their business problems with advanced contact center technology solutions
Collection centers have traditionally focused on the best use of their resources and making the most right-party contacts. That has not changed. What has changed is that people no longer answer the phone the way they used to; as a direct result numerous tools and solutions have emerged to address this issue.
Automated dialing and inbound processing have replaced manually dialing phones or answering calls and then figuring out who they should go to. Self-service tools are growing in popularity and functionality.
New, more complex laws, regulations and requirements are driving an increase in regulatory enforcement and debtor lawsuits. Growing communication channels and methods challenge the traditional tools for contacting debtors, and new technologies help reduce overhead and increase cost efficiencies.
As more and more creditors mandate fewer contact attempts to avoid lawsuit exposure and reputational risk, collection organizations are seeking solutions that maximize customer contact productivity through better targeting and analytics, while being sensitive to and compliant with the regulatory environment.
Collection call centers in today’s market are interested in doing more with less to build efficiencies. Most technology vendors agree that the collection market is more educated and more open to using technology than they were just a few years ago. Key among their needs are finding integrated solutions to help improve productivity, use resources more effectively, improve the customer experience, monitor performance and right-party-contacts, enhance debtor activities, preserve existing investments, and provide responsive support.
Our ebook takes a look at how some of today’s leading contact center collection organizations have solved their business problems with advanced customer experience and employee engagement technology solutions.