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Review: Technology To Improve ROI

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Author: TCN

For the most part, today’s agencies understand the benefits of using cloud-based technologies to bypass the manual dialing of answering machines, busies, no answers, invalids and fax dial attempts. However, it seems that because of the speed of technological developments, there is almost always the potential to increase agency performance and collection results.

Go agentless with self-cure. Including a self-cure option for debtors should be a standard option on any outbound calling campaign. In every portfolio, there is a certain amount of debtors that will pay using a self-cure or agentless campaign.

Supplement with unattended messaging campaigns. Even though personalized Text-To-Speech unattended messaging or unattended voice broadcasting are known for the benefits of portfolio penetration in a timely manner, there are two other ways to capitalize with this application.

First, supplement your agents’ day-to-day operations by trickling an unattended message campaign throughout the day. This can increase inbound call volumes by 30% throughout the day without requiring any agent training, hardware or other distractions.

Second, in consulting, we have been surprised to see how many agencies are not sending unattended message campaigns on weekends or holidays when the debtor is more likely to be home. As a side note, many agencies are modifying FTE shifts to include extended hours of operations and weekend shifts.

Dial-in efficiency with RPC attended messaging. With RPC attended messaging, depending on the type of debt portfolio that is being called, it can be expected that of the people that answer the phone, anywhere from 5-20% will press a key confirming that they are the right party. Once the debtor presses the key, the debtor is transferred to an agent.

Speak to every person that answers with hosted predictive dialing. If you want to have your agents speak with any person that answers the phone, use predictive dialing. Your agents can work each account in a qualitative manner. The connection to the debtor is instantaneous without any delay or pauses.

Finally, there are many other features and services that can be implemented to help an agency maximize ROI. Schedule a meeting with your provider to see if there are features and strategies that either need adjustments or that you are not currently benefiting from.

After a meeting with your provider, you should come away feeling confident that you are 1) staying up-to-date with the latest technologies and, just as importantly, 2) you are properly implementing and using those features and strategies in order to maximize your resources, efforts and collection results.

—TCN

Call 866.745.1900, email sales@tcnbroadcasting.com, or visit www.tcn.com/ to receive additional information.

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About the Author: TCN


TCN is a global provider of a comprehensive, cloud-based call center platform for enterprises, contact centers, business process outsourcing firms (BPOs) and collection agencies. Founded in 1999, TCN combines a deep understanding of the needs of call centers with a unique approach to pricing – no contracts, monthly minimums or maintenance fees – that supports rapid scaling and instant flexibility to changing business needs. TCN’s contact center platform, TCN Operator, features a holistic set of easy-to-use, automated agent tools and advanced apps for omnichannel communications, workforce engagement, compliance & data management, integration & automation, intelligence, reporting & analytics and collaboration & accessibility. TCN is trusted by Fortune 500 companies and enterprises of all sizes in multiple industries in many countries.