South Africa Call Centre Software - TouchStar for debt collections

By: Touchstar  11-11-2011
Keywords: Call Centre, Outbound Call Centre, Predictive Dialler

TouchStar for Debt Collections
TouchStar for Debt Collections provides a complete blended inbound and outbound call centre solution that is responsive to these very specific demands of the collections industry. In many parts of the world, TouchStar has become a qualifying standard to obtain debt servicing placements. In order to contact clients who are notoriously difficult to get through to the TouchStar predictive dialler will dial automatically from your database using multiple number dialling plans that will also screen out answering machines, busy signals, disconnected numbers and no answers. By using variable speeds of dialling the risk of dropping calls can be reduced to a minimum.
As you know there is ever increasing competition within the sector, a requirement for higher liquidation rates, more client audits and additional legislation and regulation. Let our technology help your business.
We have listed below a number of examples that demonstrate the perfect fit between the collections industry and the TouchStar solution:
  • You can capture, segment and analyse customer contact data for appropriate follow up collection actions.
  • There is seamless integration with established systems (e.g. your CRM) and databases.
  • You can manage each contact appropriately based on debt delinquency level or other rules.
  • Multi-number collections dialler - you can easily create custom dialling plans involving multiple numbers per client for each record to be called at different times of the day.
  • Real time record update - it is critical to be able to update campaigns in real time so that potential clients are not called inappropriately.
  • Agent call back - this allows agents to schedule call backs as required. The call backs can be routed to a specific agent, based on his or her skills or a group of agents.
  • Flexible agent scripting controls how your information is captured, guides your agents through difficult calls and complements the complete collection process. The TouchStar solution is flexible and can work with your current applications.
  • Multiple dialler modes - predictive dialling is one of several dialler modes used in collections. The TouchStar solution provides both predictive and non-predictive dialling modes.
  • Text to Speech option. Customers can be read a balance statement after entering their pin number directly from the database.
  • The automated payment options let debtors make payments using an automated system that prompts them for payment information over the phone.
  • TouchStar provides 100% digital call recording, as well as a simple tool for searching and playing recordings. You can search recordings for immediate playback to debtors to resolve any payment disputes, review recordings internally to ensure compliance, send .wav or .mp3 files to clients for quality assurance review and use internally for training on best collection techniques and pitfalls.
  • The real-time collector & campaign reporting function provides real-time reports by collector and/or campaign to enable immediate and well informed decisions. It tracks actual performance compared to specific goals that supervisors set by collector, combining call productivity and revenue tracking for improved management.
  • Call monitoring, coaching, conferencing and text messaging allows supervisors to identify problems quickly and coach collectors on improved collection techniques and immediately resolve compliance issues.
  • Collection software integration - TouchStar interfaces with many different collection software applications and are able to develop an interface if one does not already exist. TouchStar also provides a software developer toolkit to allow for easy and seamless integration of TouchStar’s robust dialling features into any Windows based collection software application.

Keywords: Call Centre, Outbound Call Centre, Predictive Dialler

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