COLLECT
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
•
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
COLLECT
Foundations
• Collection Application Systems
• Inbound/Outbound Capability
• Non-Voice Channels
• Accounting
COLLECT
The Ideal Profile
•
•
•
•
•
•
•
•
Easy to Find
Easy to Pay
Passive Collections
Passive Skip Tracing
Intelligent Outbound
SmartMessage
IRPC Focused
Channels In Balance
COLLECT
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
COLLECT
Scoring Matrix
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Self Serve Levels
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Real Time Reporting
• RPC per Production Hour
• Total Call Center Performance
• Break-Out by Agent
• Agent Adherence
• Campaign Performance
COLLECT
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
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Levels of Complexity
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Thoughts on Channels
Live
Voice
Process
Servers
AVM
Email
Offsets
SMS
Letters
Door
Knockers
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Channel Impact
Live Voice
AVM
Letters
SMS Email
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Hosted With/Without ACD
Call
Contact
Agent
Result
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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
COLLECT
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
COLLECT
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
Head-to-Head Features Battle
Feature
17
LiveVox
Legacy
Dialer
Hosted
Broadcast
Unlimited Capacity
YES
NO
SOMETIMES
Integrated ACD
YES
YES
NO
Skills Based Routing
YES
SOMETIMES
NO
Track Every
Unattended Callback
YES
NO
NO
Payment Lines &
ROI tracking
YES
SOMETIMES
NO
Automated Skip
Tracing
YES
NO
NO
Agent-Level
Productivity Stats
YES
YES
NO
Call Recording
YES
SOMETIMES
SOMETIMES
Simple, Transparent
Pricing
YES
NO
SOMETIMES