Call Center On Demand Featured Articles
Credit and Collections Vertical Benefits from Hosted Call Center Software
August 11, 2008
Call centers that are operating in the credit and collections segment face interesting challenges that may not plague centers serving other industries. For one, many of their target customers do not want to be reached. Yet, the center drives its revenue by successfully reaching and securing payment from customers. Unless innovative solutions are in place to make sure that targeted customers are reached, these centers could just be spinning their wheels.
Hosted call center software provides a variety of benefits to the cell center operating in this sector. Organizations seeking to secure payment on debt can reduce their operating expenses by relying on a hosted solution versus making a significant upfront capital investment on a premise-based, proprietary solution.
Hosted solutions also allow the organization to customize and make changes as the industry or the company demands, helping to deliver measurable improvements in efficiency and effectiveness. Such flexibility ensures a better outcome.
When turning to a hosted solution such as Five9’s Virtual Call Center Suite Release 7, the call center can take advantage of such benefits as a vertical dialing mode. This feature allows for the configuration of up to three numbers dialed per customer.
The configuration can be customized according to the calling campaign and adjusted as needs dictate. Such a process helps to eliminate wasted time for agents, reaching the intended customer more efficiently. Implementing such a solution ensures that the call center fulfills KPIs more quickly, reducing the cost per call and improving the overall bottom line.
Such a solution also delivers the ability to configure parameters for redial timing according to the campaign. This process increases the productivity of the agent as it optimizes dialing list penetration and ensures that more live calls are handled. In the credit and collections vertical, reaching a live person is essential to secure payment, making this feature that much more valuable in the call center.
The reporting that is inherent in hosted call center solutions also helps to improve effectiveness for supervisors. They can have access to actual call statistics in real-time, as well as the ability to review recordings, voicemails and callbacks for agents. By assessing internal processes and performance, supervisors can identify areas of weakness so that changes can be made within the system to achieve established standards.
The call center industry, no matter what vertical it is serving, is a dynamic one that in order to survive and thrive, must adapt to change and tailor operations. This change can be embraced and capitalized upon when the center is relying on the hosted call center software model as it provides the flexibility the credit and collections center needs to drive optimal performance.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.