Mobile is seen as a big challenge by
most of the contact center industry - - and rightly so. However, it also
offers some wonderful opportunities, one of which is aimed squarely at
your collections function.
Traditionally, a right party connect has
required debtors to be sitting near landlines at their homes or in
their offices. Bazillions of outbound dials are made annually to phones
that don’t pick up, because the debtors are out of the house.
Mobile device strategies allow you to
reach the debtors where they are at the moment, and to reach them via
text, which many people (particularly younger ones) greatly prefer.
Research indicates that virtually all text messages are opened, with
four out of five being opened within minutes of being received. You can
send a message to the debtors and provide them with an opportunity to
pay all or a portion of their debt by return text. You offer them the
possibility of using their usual source of payment (bank account or
card) for an automated payment, or allow them to indicate that they wish
to provide a different source of cash. In the latter case, you can also
switch them over to an alternate channel, e.g. a live agent or Web, to
get the details on the additional source of payment. Customizing your
processes, including training your agents to provide seamless service in
these situations, are initiatives that will be well rewarded.
Click here to continue reading: http://www.benchmarkportal.com/call-center-newsresources/news-articles/2013/09/omg-text-collect-lol
BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, consulting, training & industry reports. BenchmarkPortal’s mission is to help contact centers reach peak performance in operational effectiveness and efficiency so that the centers will realize increased levels of agent and customer loyalty while containing costs and building enterprise value.
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