Enhance calling strategies and apply the right resource at the right time to improve debtor contact productivity
Optimized Collections™ is a unified communications (UC) application for the contact center that utilizes performance, workforce and campaign management to enhance contact and calling strategies by applying the right resources at the right times to increase right party contacts, lower staffing costs, improve collector effectiveness and collections results. Optimized Collections™ helps you:
- Increase collections by improving right party contact efficiency
- Reduce costs by aligning staffing with Best Time to Call strategy
- Enhance collector effectiveness by providing targeted performance feedback and coaching
- Improve productivity by helping collectors understand and optimize their own performance
Optimized Collections™ unites campaign optimization, workforce management, and performance management to reduce your cost per collected dollar and give you new ways to allocate resources, track performance and apply the most appropriate calling strategies at the best times.
As a centralized, fully integrated data warehouse and records distribution engine, you can use Optimized Collections to create and execute sophisticated contact strategies guided by real-time business intelligence and dynamically build high-yield campaigns using disparate host data, customer interaction history and complex business rules.
The end result is fewer call attempts and improved campaign results, which translates into lower telecommunications charges, increased revenue opportunities and higher collections yield.
Optimized Collections™ powered by PerformanceEdge® uses the power of software in a brand new way to target your specific business objectives and is readily extensible and includes access to complementary capabilities as your needs grow and change.
Optimized Collections gives your staff the tools they need to effectively manage and drive performance, promoting an environment of continual process improvement throughout your center at the agent and supervisor level.
Leveraging Optimized Collections enables you to:
- Improve right party contacts and service quality with list optimization capabilities
- Increase efficiency using dynamic records distribution and business-rules driven workflow.
- Optimize collection calling plans with outbound and blended workforce management integration Align workforce performance with operational goals across your collections business process.
- Utilize coaching as a strategic lever to improve operational performance.