Quality x Profitability: the eternal challenge of recoveries
The procedure of charging a client who did not pay his / her bills is a task that requires professionalism. Every company has defaulting consumers and, sooner or later, you will have to do the collection action. Thus, the call centers that specialize in credit recovery, as this activity is known, went on searching for efficient solutions to know the debtor, optimize resources, improve results and, especially, turn the collection into an opportunity to build customer loyalty. The truth is that to make the recovery much needs to be done beforehand. The centers hired to recover credits should not only qualify the service professionals and distinguish the profile of each one, but to also have the knowledge and resources to apply them. It is really a matter of inserting intelligence in the process.
Currently, with the right technology, you can optimize the operation, reduce costs and generate more effective contacts, obtaining better results. The use of automated dialers significantly increases the productivity of the campaigns. They reduce operating time and take into account the best time for the generation of calls according to the type of phone contact. Thus, for example, they prioritize the generation of calls to non-residential telephones during business hours, for example. The more complete solutions have ample resources for campaign management, providing an online comprehensive vision of campaigns and agents.
We must be attentive to the costs. In the collection operation the cost of connections account for 60% of everything that is spent. And with the market increasingly competitive, to reduce them, for some time, is the watchword. If you cannot reduce the number of calls, then you should make them cheaper and, again, the help comes from the technology. IP telephony eliminates long distance calls costs and favors the allocation of agents and entire centers in places of lower costs of installation. In turn, the routing systems, which make the call according to the type of phone - mobile or fixed - significantly diminish the value of the account. Such solutions can also generate calls considering the phone operator company that owns the number of mailing and, thus, the connection is made from a number of the same operator, further reducing costs.
Another important tool is the recording of services, both to customize the training agents as for future proof in case of disputes. In addition, the cleaning of mailing increases productivity. Clean mailings, i.e., only with phones on valid formats, without old prefixes greatly favor the good performance of recoveries, which acquire agility.
It is also technology that aids in the allocation of the most-specialized agent for each case, according to the type of debtor. In general, large amounts of debt require the attention of more specialized agents. When adapting to the approach, the recovery rates are higher.
Finally, it is valid to give another hint: try first to answer incoming calls to the center, which increases the success rate and reduces costs. If the customer is calling, it is likely that he / she is willing to negotiate a settlement. So, having the support of a technology that makes and receives calls or both (blended) would be an important ally.
But you need a lot of attention when choosing the technology. The project needs to be adapted to the characteristics of your operation; the solutions must be designed to withstand the volume of agents, data and calls; stay tuned to the flexibility of the system. It must be able to incorporate new features and be expanded to meet new demands. The integrated solutions of hardware and software, IP PBX system, dialing, recording and management tend to be the most suitable for recovery operations. Find out also about the services offered, an important factor for the operation and use of technology. Good business!