Tuesday 07th February,
Working with TelSolutions
Telsolutions transforms the way organisations communicate throughout the customer lifecycle to build trusted, lifelong and profitable relationships. Many organisations rely on Telsolutions and our professional services team, to design, execute and continually measure and optimise their communications strategies to generate revenue, increase customer satisfaction, and reduce operating costs... find out more
Collections
Getting Maximum Results Using Minimum ResourcesIn the ultra-competitive collections industry, success hinges on getting maximum results with minimum resources. Telsolutions helps collections firms optimize both sides of this equation better than any other contact solution.
Doing more with fewer agents is so critical that raising agent productivity is always a top priority. High turnover rates and declining fee structures create a need to innovate in order to succeed.
Telsolutions automated voice messages with text-to-speech technology offer the highest sound quality and professional voice talent. For debtors it’s like talking with your top agent, but without the sense of intrusion a live call often causes. And for ultimate efficiency and convenience, interactive Telsolutions messages can offer self-service IVR payment options as well as direct-connecting debtors to live agents.
Telsolutions performs right party verification, increasing the amount of time agents spend with right parties, and reducing time spent verifying identities and leaving answering machine messages. Telsolutions warm inbound calls keep agents occupied with opt-in participants, and vastly reduce agent downtime. Outbound contact attempts are automatically paced to match the number of available agents over time.
In addition to penetrating deeper into lists within a given time period, Telsolutions performs multiple contact passes according to a prioritized ordering (e.g. by customer type, physical location, or balance due). Contact attempts escalate across home, mobile, and work phone numbers with complete flexibility… and the escalation plan can include Free-To-End-User text messages and emails as well.
Telsolutions lets you identify the key factors that most need to improve, such as faster penetration, more overall contacts, more payers, lower cost, or more call-backs. Telsolutions experienced consulting team has worked with hundreds of collections scenarios to optimize results by analyzing and improving factors like best time to call, escalation strategies, IVR optimization, test vs. control comparisons, script analysis, and more. In one typical case, a major collections firm raised revenue by 17% while decreasing staff expenses by 42%, yielding an overall profit improvement of over 300%.
Telsolutions experts can help you determine your best overall calling strategy, build the most effective campaigns, and make the right tactical adjustments to reach crucial agency objectives.
