Collections in the Cloud: Genesys enables companies to take their customer experience to the next level. Genesys Payments and Collections solutions enables organizations of all sizes and industries to leverage multiple communication channels, customer preferences and sophisticated collections strategies to recover debt more efficiently. Genesys maximizes results through cloud-based and hybrid proactive collections, increasing contact rates and improving agent productivity, while controlling costs and maintaining compliance.
There are lots of things to consider when we talk about compliance costs for outbound collections communications. Maintaining compliance can be a very complex and time consuming challenge.
It’s no secret that many organizations are shifting away from expensive, outdated on premise deployments to cloud and hybrid solutions. With this movement to the cloud comes numerous vendors offering to improve agent productivity, lower costs and provide the biggest collections lift.
With a ton of new contact channels, we need to be reminded that Interactive Voice Response (IVR) increases efficiencies, facilitates dynamic interaction with the caller, and customers to resolve inquiries quickly and easily
A few bad apples may have spoiled the bunch in Collections, but, maybe it’s time to take a new approach to Collections. It’s time to ask: Who cares about the Customer Experience (CX) in Collections?
With its recent acquisition of cloud‐based contact center provider SoundBite Communications, Genesys is poised to revolutionize the Accounts Receivable Management (ARM) industry.
Adding text messaging to your contact strategies increases contact rates, reduces agent costs, and increases collections.
I recently sat down with Anthony Chamberas, SoundBite’s Director of Business Intelligence, to discuss how he’s working with clients to leverage the power of DecisionPoint.
As a consumer, there is a fine line between what is and isn’t acceptable in respect to the number of communications attempts a company makes to my various devices.
While there are many legitimate TCPA cases, there are as many that are not. Getting on the wrong side of a class action lawsuit can be disruptive to both businesses and individuals, distracting you from your real work. As the Federal Communications Commission (FCC) continues to clarify its rules, it enables us to continue our gardening.
A court recently ruled that calls to mobile phones must be done manually and not via any system with the capacity to make automated dials. The challenge itself is quite simple: How does an organization, charged with recovering debt from consumers, make enough “manual” phone calls to a growing mobile population to reach enough consumers to actually make any money?
No matter how hard we try to comply with TCPA, we find ourselves battling it every day. Whether fighting a class action lawsuit, or fighting to get clarity over the broadness of language.
The ability to effectively and efficiently blend and escalate different types of calling, including predictive, preview or manual calling, across multiple channels (voice, text, web and email), provides ARM companies with powerful strategies aimed at increasing consumer outreach and improving customer experience.
Mobile text as a collections tool offers organizations a simple and effective cross-channel approach that can increase agent productivity and result in a lift in payments.
We at SoundBite applaud and endorse the UK’s Information Commissioner’s Office (ICO) advice and guidance about data protection and freedom of information.
Many of the collections organizations I spoke with today were very cloud-curious and interested in learning how to best modernize their processes. We’ll continue to see contact centers migrate towards the cloud, driven largely by the increased flexibility and cost effectiveness that cloud services have on bottom line profitability.
When contact centers start working on their compliance resolution, they should look at the cutting edge tools available to make compliance easy and achievable. Dialer technology, for example, must be adaptable in the face of the ever-changing regulatory landscape.
Companies can’t risk a customer having a bad experience at any point in the customer lifecycle, whether it is during the point of sale, during a service appointment or when making a payment.
Last week’s action on text messaging compliance by the FCC is a win for both consumers and businesses alike. If you make a living trying to capitalize on doubt and uncertainty, it was not such a good day.
Compliance knowledge is not a burden, it’s a mandate. Contact centers that more effectively mitigate risks, manage privacy and comply with regulations, worry less about the multitude of regulations.
As an industry, we have a responsibility to consumers to abide by their consent and preferences, and never break the trust. Without this, class actions will abound and vendors like ourselves will continue the struggle to show there are many responsible players out there who would never have let these messages leave the front door.
This week, new FCC implementation dates were published in the Federal Register. Previously, the FCC released a Report and Order in February 2012 that made major changes to the TCPA.
Don’t be scared to be different this Halloween. Creating text conversations for debt collection can be a real “treat” when done right.
Last week at the Red Rock Hotel in Las Vegas, Dennis and Judy Hammond hosted the annual Debt Connection Symposium (DCS). DCS 2012 offered a great opportunity to take stock of the current state of the ARM industry, network with old and new colleagues, and in general, have a great time.
From new hire orientation to compliance jargon, or even simple program changes, agent scripting can be a key debt collection tool, helping agents navigate new territory.
How can ARM companies maintain their contact rate metrics and increase collection rates in their existing campaign strategies? Design a strategy that includes channel blending as your secret sauce.
The topic of risk mitigation and compliance is always at the forefront of any contact center operations. But the trick is, you must also develop and execute contact strategies to increase right-party contacts and, ultimately, revenue.
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There are many things Tim Tebow can teach those of us in the collections and contact center world that can immediately change our fortunes.
Most of my conversations in the industry are with those individuals running the call centers who are aggressively striving for every bit of revenue they can get. If I had a dollar for every one of those individuals who expressed frustration over the frequent internal debates with their legal counsel about customer contact rules