How Call Center Solution Helps Collection Companies?
Posted: Aug 10, 2019
In India and almost every country, people can buy items on monthly EMIs. Also, banks and other companies provide different types of loans and mortgage services. In all these cases, the loan repayment or the payment of the main amount for an item is done with monthly EMIs. Life is not as simple as expected all customers to pay their EMIs regularly before their due date. For multiple reasons people often skip their EMIs and recovery needs to be made to keep the business running. Thus, these types of organizations that need to collect EMIs from the customer either setup an in-house call center or outsource their project to a third party call center. This call center calls customers multiple times until he or she pays an EMI. This call center is known as a collection department or a collection company.
The collection company often uses the call center solution to run their campaigns for multiple reasons. The call center software doubles their productivity and often works in more than 80% of EMI recovery. How does it happen? Let’s explore the details.
The call center solution comes with automated dialers such as predictive dialer and auto dialer. It automatically calls multiple numbers and handles calls to the available agents. It shows a script in real time to pitch the customer for his EMI payment. The disposition bucket is used to add a relevant disposition aka conclusion of the call. The call disposition can be PTP, which means a promise to pay the EMI on time; callback on some other day and time or request to collect payment from their office or house. In the last case, the collection company sends field agents to collect money from the customer’s premises. In the situation of the first case, the agents call multiple times before the due date to remind the customer about the upcoming EMI date and in the second case, the call center solution itself generates a callback on a scheduled date and time.
The call center software removes a lot of manual work which can consume agents’ time on tasks other than having a conversation with the customers for collection.
There are some call center solutions such as Dialshree which also offer a specially designed and developed collection module. This module comes with algorithms and features to fit in the operations of the collection companies. For example, it removes the numbers of the customers that have already paid the EMI. It means the agents or supervisors don’t need to remove these leads manually. It works automatically. Furthermore, it comes with predefined dispositions. Thus, agents don’t need to write dispositions. They just need to select disposition from the list of available options. The collection module also integrates the call center software with the CRM solution so the agents can see complete data of the customer during the live call.
The call center solutions are really advanced these days and provide an amazing range of features to benefit the collection companies. The call center solution India supports the Indian process of collection to the companies to make it a perfect fit for Indian collection companies.
Mehul is working on a promotional campaign of Crm Call Center integration service offered by a leading software company.