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| 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.
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| We have listed below a
number of examples that demonstrate the perfect
fit between the collections industry and the
TouchStar solution:
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- 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.
- You can use multiple channels for
contact including email, fax, web, text,
predictive diallers, and voice broadcasting.
This is proving to be more and more critical
in this age of increasing convergence.
- 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.
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