Maximize Collections

While the predictive dialer is making high volumes or calls, the ACD and IVR systems will be busy managing inbound traffic and allocating agents optimally. With workgroup definition, you can decide which groups will be serving customer queries, or making calls, or both, thereby ensuring maximum output. Your supervisors can distribute agents easily across campaigns to make sure that every customer is provided with the highest service quality.

Integrated unified messaging (SMS, Chat, E-Mail, and FAX) will enable two-way communication between agents and customers via E-mails, FAX, chat, SMSs, Voicemails and messages, for quick service. With automatic E-mails and SMS scheduling, you can maintain a comprehensive interaction cycle with your customers starting with first customer contact through sale closure.

By setting triggers for events or interrupts, you can let the contact center suite manage your tasks. In case your system has gone down due to hardware failure, capacity overload, or software crash, your IT team will be informed in time to rectify the problem. For process and campaign related actions, you can configure notifications via SMS, E-mail, or voice messages for various events or rules such as payment reminders, transaction completion, payment deadline, credit limit notification, etc for your customers’ convenience, thereby concurrently reducing workload on your agents and supervisors. Such planned automation is easy to achieve with our solution and can increase collection rates by leaps and bounds.

Manage and train workforce effectively

With strong monitoring capabilities for hundreds of agents on various campaigns, our solution will empower your supervisors to track the productivity of your agents, and efficiency of your processes. Real time monitoring, snooping, barging and conferencing capabilities will be instrumental for strong supervision, and real-time, flexible reporting (Graphical reports, Excel reports) will indicate you of any possible areas of concerns. The supervisors can also train the agents with the help of advanced scripting, as well as participation in ongoing interactions.

Refine processes and strategies

Workgroup management, skill-based routing and robust queuing management will make sure that the right agents are attending to high priority customers. You can create workgroups for your agent workforce based on skills, attributes or campaigns.

With unlimited skill definition, you can analyze reports to see which are the most desired skills, or define your own skill-set according to your requirements. For example, if your analyses reveal that a major fraction of your customers like to speak in their native language, you can define agent skills for various languages to cater to their requirements. Generally, you may also need to define background proficiency skills (industry or process experience) or skills related to technical expertise (technology, troubleshooting).

You can interface with any collections software or application seamlessly, or customize our solution to serve your current requirements. You can also add functionality using CRM builder for future requirements.

Our voice recording capability enables you to create, maintain and present meaningful information for governmental regulation compliance, dispute resolution, data mining, personnel training and other purposes. You can create comprehensive reports relating to agent productivity, process efficiency, organizational and employee performance, and goal alignment. You can also archive such reports and voice records automatically in desired formats (WAV, MP3, TruSpeech, Vox) and retrieve them easily later. Our voice recorder saves you space by compressing your records, and offers multimedia capabilities (rewind, pause, forward) for easy searching. The reports can be viewed and saved in forms of charts, bar graphs, figures, tables or just plain text, locally or remotely (using a browser).