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Approaches to Virtual Collections

Approaches to Virtual Collections. John McNamara. A State of the Art Dialer + Unattended Messaging that delivers unlimited dialing capacity Continual free upgrades of Collection Specific Features —Always Evolving, Always Improving, Never Obsolete

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Approaches to Virtual Collections

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  1. Approaches to Virtual Collections John McNamara

  2. A State of the Art Dialer + Unattended Messaging that delivers unlimited dialing capacity • Continual free upgrades of Collection Specific Features —Always Evolving, Always Improving, Never Obsolete • No Capital Expenses Required — No upfront costs, hardware, software, telephony, or seat licenses • All Features offered by broadcast providers + predictive dialer features + LiveVox-unique tools

  3. Foundations Collection Application Systems Inbound/Outbound Capability Non-Voice Channels Accounting

  4. The Ideal Profile • Easy to Find • Easy to Pay • Passive Collections • Passive Skip Tracing • Intelligent Outbound • SmartMessage • IRPC Focused • Channels In Balance

  5. The Virtual Continuum • Early to Late-Stage Differences • Modular Approaches • The Truth About Multi-Channel Communications (MCC) • Minimum Functionality • Agent Level Results • Results by Channel • Unattended ROI • Easy file movement

  6. Scoring Matrix

  7. Self Serve Levels

  8. Real Time Reporting • RPC per Production Hour • Total Call Center Performance • Break-Out by Agent • Agent Adherence • Campaign Performance

  9. Measure Real-Time ROI • Always know the return on your technology investment • Payment Promises v/s Total Charges = Real Time ROI • Cost per RPC + Productivity Stats will quantify strategies • Real Time metrics critical to campaign adjustments

  10. Levels of Complexity

  11. Thoughts on Channels

  12. Channel Impact

  13. Hosted With/Without ACD

  14. Conclusions • Seek Process-Competent Vendors • Modular Means You Can Start Now • Hosted Means No Capital Expenditure Approval Needed • Match Expectations to Delinquency Age • IT Integration Minimal • Real-Time Reporting is Critical

  15. Hosted Dialing Tools • Agent Desktop • Powered by patented Integrated ACD • Real-time agent Interface and login reduces abandons; improves pacing and routing • Screen pop prepares your agent for better talk off • Customized result codes deliver critical campaign and agent data • Right-Party Scripting (RPC Opt In) • Utilizes outbound IVR to transfer only RPCs to your agents • Doubles RPCs; increases RPC rates • Perfect for managing volumes; dramatically increasing penetration; weeding out bad numbers so your agents don’t have to • Quick Connect • Replicates core dialer functionality with direct connects to agents • Eliminates dialer pause through direct agent connections

  16. Collection Industry Features • Skills-Based Routing • Rout your best accounts to the best collectors — get full value from your portfolio • Blend multi-lingual collectors into outbound campaigns to optimize labor • QuickTrace: Automated Skip Tracing • System manages up to 10 numbers associated with account • Result codes show exact ROI (#s found, dollars collected) from skip trace efforts • Quick Connect eliminates troubling dialer pause • SmartMessage: Delivers exact ROI of Messaging Campaigns • Integrated ACD + hosted callback lines = knowing exact ROI of unattended campaigns. • Measure variables and optimize messaging strategies — only send messages that deliver results

  17. Head-to-Head Features Battle

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