Collections vertical includes debt recovery of secured and non-secured debts in financial or non-financial domains such as automobiles, hospitality, entertainment or telecom. In a typical collections center, segmenting the treatment of customers is critically important. Depending on the customer risk (delinquency levels), customers are categorized into 'buckets'. Different approaches are followed for customer having good payment records and those having a delayed/ irrecoverable payment history. Mitigating risk by creation of multiple delinquency levels, creating separate strategies to effectively engage with customers and ensuring compliance to minimize repetitive calls ('noise' calls) to values customers are some of the issues a collections center grapples with. The right technology empowers an effective customer relationship cycle that ensures increase in recovery and collections rates.

Prioritizing the customers to be contacted first and implementing timely collections steps can drastically minimize write-offs. A pro-active customer contact strategy becomes a must since there are others competing for limited customer funds. Therefore, it is advisable for any collections center to collect maximum possible revenue within the first 'customer bucket' as delays increase defaults.

Thus, with a goal of "Maximizing collections effectively with proactive outreach" what a collection center needs is an automation solution (not simply a dialer), that supports the complete collections process. Drishti's strong expertise in blended (inbound and outbound) solutions promises to maximize your collection rates while ensuring adherence to policies and compliance obligations.

Innovative technology solutions and next-generation features like Predictive Dialer, IVR, ACD, Voice Logger, Reporting, Unified messaging, and CRM capabilities make Drishti's collections solutions perfectly suited for workload management, process optimization, optimal customer engagement and policy compliance. SOA, MDA open platform allows customization and integration with all industry-grade 3rd party applications including payment gateways to cater to ever-growing requirements of the Contact Centers involved with collections.

The best-of-breed technology provides you right set of capabilities for your agents, supervisors, quality analysts, and IT personnel. Additionally, with call blending, the customer can proactively contact the collections department, and inform them of the reason for postponement of payment. The department can then take the appropriate step (waive off late fees for a valued customer, stop sending reminders, suggest an alternate plan, etc) to enhance a business relationship and lower the risk of losing a profitable customer by increasing loyalty.