Debt Collection
Reach more clients, collect more debt
At a Glance
- Optimizing predictive dialing for peak performance within the boundaries of compliance.
- Seamlessly connected with numerous collections management software solutions.
- Routing based on data to direct calls to specialized teams or self-service options.
- IVR for both inbound and outbound interactions.
About our Debt Collection Solution
Reach a broader clientele and improve debt collection rates with our Softdial Contact Center™ (SCC). SCC is a comprehensive contact center platform designed to optimize debt collection operations, leveraging your existing workforce to the fullest.
SCC provides a range of features including outbound and inbound contact handling, IVR/chatbot support, recording, reporting, scripting, and more, all within a single, integrated package. Furthermore, it seamlessly integrates with various communication channels like email, web chat, SMS, Telegram, Facebook Messenger, and other social channels, allowing you to create a holistic strategy.
SCC comes pre-integrated with several specialized debt collection software solutions (e.g., RMEx from Quantrax), and it’s highly adaptable to accommodate your chosen software package upon request.
Through intelligent automation, SCC enhances the efficiency and effectiveness of your debt collection projects. It assists in achieving and surpassing your business objectives by managing both inbound and outbound engagements, as well as optimizing retry and callback schedules.
Depending on your IT resources, SCC can be deployed in one of the following ways:
- In the public cloud: This is fully managed and supported by DataTel and is hosted on AWS. This option is referred to as Softdial Cloud™ and takes advantage of competitive rates from our carrier partners or bring your own carriers.
- On-premise/private cloud: In this case, SCC is installed and managed by your in-house IT staff.
Enhance agent efficiency
SCC includes the AI Dialer™, a high-performance predictive dialer that initiates more calls than the available agents and automatically filters out non-live calls while connecting live calls to collectors.
This results in reaching more live contacts and increasing debt collection efforts:
- Achieve up to 20 extra minutes of talk time per hour per collector compared to non-predictive dialing methods (and even many other predictive dialers).
- Automatically adhere to any limitations on abandoned calls.
- Free collectors from waiting, listening, and categorizing, allowing them to dedicate more time to productive debt collection.
The AI Dialer™ optimizes agent productivity through extensive simulations based on campaign conditions, providing rapid adjustments as conditions change and a more precise dialing rate compared to dialers that rely on mathematical modeling.
Ensure full compliance with all outbound regulations
Ensure compliance with all state and federal regulations governing consumer calling, including the Fair Debt Collection Practices Act (FDCPA), Consumer Financial Protection Bureau (CFPB), FCC/ FTC, Telephone Consumer Protection Act (TCPA), and Do Not Call lists, with maximum flexibility and ease.
Abandoned call rate – simply set your target and let it be. No manual adjustments are needed, allowing supervisors to focus on coaching collectors and quality assurance.
Ring, no answer – no abrupt hang-ups on ringing calls within 15 seconds, avoiding added annoyance to debtors.
Do Not Call – all numbers are screened in real-time against DNC Lists, whether they’re company-specific, state, or federal. Any newly added numbers can be promptly removed from the dial list.
The right time to call – automated management of rules regarding when calls are allowed, observing time zones, and allowing adjustments as needed.
Contact frequency – easily configure and automatically follow rules regarding contact frequency, including how often and through which methods.
Furthermore, when rules change, the dialer can be easily configured to maintain compliance.
Establish contact strategies with pinpoint accuracy
The dialer optimizes success rates in the shortest time possible, offering both automation and adaptability in handling your debt portfolio.
Retrieve dialing numbers from any third-party database, CRM, or collections system via secure integration, and update all associated data.
Tailor and merge account lists to refine your dialing approach. Choose accounts for contact based on various criteria, such as debt value, debtor age, location, and more.
Automatically retry at different times of the day, even on different contact numbers, to enhance success rates.
Sustain high productivity by blending retries and callbacks with new numbers from multiple lists.
Automate self-service options
Automate self-service options to reduce collector costs and improve efficiency. You can blend human and virtual agents in the same campaign, utilize automated outbound messages, facilitate easy transfers between IVR and collectors, manage voicemails, set up payment arrangements, and provide personalized information automatically through Text-to-Speech (TTS) without agent intervention. This can all be configured using reusable scripts by non-technical staff, making it a flexible and efficient solution.
Implement data-guided routing for optimal outcomes.
Utilize caller ID or IVR/bot conversation data to align incoming callers with their accounts and direct them to the appropriate team based on factors such as balance, debt age, or necessary collector expertise.
Deploy agents where their presence is most crucial.
Optimize agent utilization by allowing outbound agents to handle inbound calls when necessary. Dynamic workforce management minimizes the need for precise forecasting and scheduling, enabling you to make the most of your available resources.
Ensure quality through monitoring.
Monitor collector interactions in real time, offering coaching or intervention as needed. Access comprehensive real-time statistics on all call, dialer, and agent activities to track progress as it unfolds.
Record everything
Capture both audio and agent screen activity for various purposes such as training, scoring, quality assurance, or dispute resolution.
Effortlessly search for recordings by account number, name, project, phone number, collector, and more, and play them back directly within the same tool.
Choose whether to record some interactions, record all of them, or let collectors decide.
Need help? Just ask us…
Our top-tier support is unparalleled and readily available to provide expert assistance. With your annual support subscription, you gain immediate access to all system enhancements.
Find out more about what we offer:
Enterprise
A full featured contact center software solution, designed for optimum performance at scale
Small/ Medium Business
Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves
Customer Service
Connect quickly to well equipped agents
Market Research
Best-of-breed predictive dialing with CATI integration
Sales & Telemarketing
Maximise agent productivity with best-of-breed predictive dialing
Healthcare
Secure, highly configurable multichannel communications for excellence in patient care