Collections
A complete set of functions to drive collection operations and increase recovery rates
Setting Collection Strategy
Configure Collection Strategies
Create and configure your collection strategies for each customer bucket/segment within the auto-dialer.
Manage Compliance
Mange compliance by setting call recordings methods, call scheduling, number of calls to the same customer per day, callback rules, call intervals, etc.
Customize Reminders
Leverage outbound callback calls and messages to notify your customers of their incoming payment settlements.
Take advantage of SPINE auto dialer’s advanced configuration options to create and configure your collection strategies and mange industry standards and guidelines by defining Call Recordings Methods, Call Scheduling, Number of calls to the same customer per day, Callback Rules, Call intervals, etc.
Selecting Customer Lists
Create Buckets
Create customer buckets based on multiple factors like credit history, customer solvability and net worth, age of the accounts, delinquency level, etc.
Import / Filter Customers
“Import customers manually from external systems or customize your data mapping based on your needs and strategies.”
Assign Collection Strategy to Buckets
Easily assign the relevant collection strategy to customer buckets to optimize your operations.
Create customer buckets based on several factors such as credit history, customer solvability and net worth, age of the accounts, delinquency level… Import customer lists manually from external sources or automatically by integrating with third-party apps.
Processing Collection
Unified Collectors Screen
Customize the collectors screen seamlessly and provide them with real-time updated customer data with our system integration capabilities.
Intelligent Call Routing
Automatically route inbound contacts to the best available resource based on your personalized business rules and increase First Call Resolution (FCR) rates.
Collector Feedback
Gather collector feedback and keep your customer data up-to-date by enabling Two-Way Data Synchronization between SPINE and back-end systems.
Leverage real-time synchronization between back-end systems and SPINE to ensure customer data and information are updated in real-time so the collector doesn’t waste time and effort searching for them in other systems.
Monitoring Activity
Transparent PTP Monitoring
Real-Time Promise To Pay (PTP), Keep Promise (KP), Broken Promise (BP) and other key metrics are available within the Productivity Report.
Live Monitoring
Monitor agent interactions in real-time to improve your quality of service by providing behind-the-scenes or direct coaching as needed.
Call Recordings
Record inbound & outbound calls, pause/resume live call recordings and listen to past recordings at any time to manage compliance with quality standards.
Use the Productivity Report to monitor Real-Time Promise To Pay (PTP), Keep Promise (KP), Broken Promise (BP), and other key metrics. Listen to call recording to verify compliance of phone conversations or identify training and coaching needs.
Tuning Process & Improving Business
360° Customer View
Improve collector productivity by customizing screen layout to match each type of debt you manage so the collector always sees the most relevant data first.
Decision Making
Aggregated reports help decision-makers optimize and streamline day-to-day operations and processes, and take business performance to the next level.
Strategy Tuning
Leverage the system’s built-in reporting capability to keep your collection strategy under review for Continuous Service Improvement.
Monitor your call center operations and key business metrics to keep your collections strategy under control and identify necessary operational improvements.
Dashboards & Reporting
Productivity Report
Keep an eye on key metrics such as Real-Time Promise To Pay (PTP), Keep Promise (KP), Broken Promise (BP) and others.
Collector Report
For each collector, get the details of the number of customers they are assigned to and the total amount of accounts assigned.
Result Based Report
Track the number of customers who have promised to pay, who are unavailable, who refuse to pay, etc.
Take advantage of real-time dashboards and aggregated reports to help collection managers and decision makers optimize and streamline day-to-day operations and processes, and take the business performance to the next level.
Our consultants will be happy to presenting our solutions to you remotely or on site, discussing your needs, and advising you on the best implementation approach.