Turbo-Charge Your Agents: The Next Generation Collections Desktop
"How can we increase productivity of our existing agents by leveraging contact efforts and results from new channels?"
Despite substantial investment in collections technology, training, new dialers, and outbound IVR, agent productivity gains are hard to come by. Not only do agents lose valuable time navigating collections system screens, but they often have no visibility into customer responses to offers delivered using non-traditional channels such as web, email, and SMS. Many traditional collections systems can’t provide dynamically generated individualized offers, so agents end up making judgment calls on offers using a one-size-fits-all floor limit, leaving money on the table in the process.
FlexCollect® addresses these challenges by giving agents an intuitive, web-based collections desktop that reduces time wasted jumping between screens and gives agents a complete view of customer information, including all of the offers, treatments, and customer responses across all channels. FlexCollect delivers the following benefits:
- Increases agent productivity by 20% + through an intuitive interface with a complete view of customer activity
- Increases payment yield by 10% + through dynamic decisioning and offer enforcement
- Reduces charge-offs by 20+ basis points by reaching agent averse debtors and ensuring offer consistency
- Lowers IT costs traditionally associated with collections systems