How many attempts do you need to make to get through to the debtor? Two or three or a few dozen? How often to call, with what frequency, at what hours? Borrowers can forget about loans taken from a bank or microfinance organization. Therefore, call center employees should call them, inform them about the debt, and find out the repayment terms. Manually dialing debtor numbers and making several dialing attempts is an inefficient solution. In this article, we will tell you why it is better to refuse manual calling of debtors and what call center tools will help automate the process.
4 disadvantages of manually calling debtors
The main disadvantages of manual calling: 1. The involvement of operators for payment reminders. Instead of solving complex issues with debtors and clients, employees will deal with routine tasks. Such a solution requires a large staff of operators; 2. Irrational use of time. Operators waste precious minutes listening to beeps; 3. Weak dialing. Due to manual dialing and long waiting times, the number of calls is reduced; 4. Loss of contact with the borrower. The operator may not call the debtor back because of his forgetfulness or may not make a sufficient number of dialing attempts. Oki-Toki has two solutions to increase the efficiency of calling debtors: dialer and voice mailings.
Using Dialer
Dialer is a tool of the Oki-Toki cloud service that automatically dials phone numbers from the database, without the participation of an employee. Dialer has 5 modes of operation, you can read more here. But 2 main types can be distinguished: 1. Automatic connection with the operator when the subscriber picks up the handset; 2. Automatic dialing and connection of the robot with a script-algorithm.
Robotic calls and voice mailings
By implementing robot dialing, you will free operators from calling debtors in order to provide them with standard information: the amount of the debt, the term and terms of repayment, late fees, etc. Setting up the program is very simple: you can schedule the call time, number of attempts and dialing intervals. This will help you get through even to people whose number is constantly busy. At the right time, the robot will call the borrower and play a voice message. This can be any recording, for example, the voice of an announcer or an appeal synthesized using the Yandex TTS and Amazon robots. It is enough to connect Oki-Toki to your CRM, and the robot will be able to add the client’s personal data to the standard message: address by name, pronounce any information from the borrower’s card. The service can name numbers and dates, pronounce names and street names. He understands the client’s responses: voice or tone (when pressing the keys). You can add a switch to operator feature so that the borrower can ask additional questions. The voice mailing service can call several databases of debtors at once. This is useful if customers took loans on different terms. Other possibilities:
- Sending an SMS message in case of a missed call or a client action during a call, for example, pressing a button or voice response to receive information in SMS;
- Connecting external resources to automatically upload data, such as a name or amount of debt during a call, and transfer the result using webhooks at the end.
When auto-informing debtors, the cloud service communicates with the client according to a given scenario and monitors responses (more on scenarios can be found here). It is possible to collect statistics on keystrokes, record the proportion of messages listened to. The dialer robot can receive and transmit data from 1C or CRM in order to address the debtor by name and reproduce any information from his card.
Calling with transfer to the operator
The second type of dialer is automatic dialing with transfer to the operator. The employee does not waste time choosing a subscriber and waiting for a response. As soon as the client answers the call, the system will automatically connect him to the operator in the “ready” status and open his card. If all employees are on a call, the ringing stops until the operators are released. Such automatic calling of debtors is used to resolve more complex issues. To increase the productivity of the dialogue, the system will automatically open the call script. When communicating with a client, an employee will be able to enter data into CRM.
Customization and reporting
Reports and reports from Oki-Toki will help you make informed decisions. The Queues and Calls section provides summary and detailed reports, including: Call log, Summary report, FCR and IVR report. You can also view data on sip-telephony to find out communication costs, incoming statistics, and view the registration log. To evaluate the effectiveness of dialer, 6 reports are provided. The most popular of them are Task List and Task Summary Report. Read more about reports in this article.
Automate your call center
Automatic calling of debtors is more efficient and ultimately cheaper than manual calls. After the introduction of dialer and voice mailings, your call center operators will stop listening to beeps and reproduce technical information, for example, about the amount of debt. Thus, you can either reduce the staff (and, accordingly, costs), or give operators more complex tasks. Do not worry about legality – voice mailings and dialer of debtors are legal in the same way as communication with operators. The main thing is that official organizations use these tools: call centers of banks, microloan companies, collection companies or outsourcing contractors. In Oki-Toki, you can implement the desired type of dialer in your call center or use several. A clear interface and convenient service settings allow you to add the desired option at any time. Record voice messages, change call parameters, conversation scenarios, compare old and new debtor dialing rates and achieve maximum efficiency. The duration of the test period is 14 days. Reporting for this period will tell you the directions for optimizing the call center. Testing our service is simple, follow the link and register on the site. You can calculate the cost of using in your CC on the page with a calculator or ask us a question on whatsapp
