At a Glance
About Sytel’s Collections Solution
Softdial Contact Center™ (SCC) is the platform of choice for debt collection, account receivables and recovery operations, offering:
- unified management of all communication channels – voice, chat, SMS, email, video
- high performance predictive dialing
- highly configurable inbound routing
- sophisticated retry mechanisms
- automated handling of non-live calls
- outbound and inbound IVR
Making the most of existing investment
Operations with an investment in a preferred inventory management application have no need to rip-and-replace. SCC offers feature-rich tools and applications that can be tightly integrated with any specialist collections software, extending the life of legacy investments.
SCC offers integration paths to meet any requirements; via comprehensive APIs, via the no-code drag-and-drop scripting tool, or by adding any web based apps/ services via the configurable web desktop.
Making the most of available resources
SCC offers many ways to maximise agent productivity and achieve the most value from every interaction.
Agents can work concurrently on multiple chat, SMS or email sessions, and take voice calls when necessary, adding variety and job satisfaction, and minimising wasted time.
To be most effective, every agent must be well prepared and well informed. SCC delivers full account details and contact history, in a highly configurable web desktop. Accounts are updated in real time, so agents always get the full picture.
SCC achieves the highest possible efficiency by managing inbound service levels (SLAs) automatically, assigning high value inbound contacts to agents currently engaged in lower priority work (email, outbound calling, etc). SCC makes automatic ‘best available’ decisions to balance all business needs across the contact center, informed by a 360 degree view of all agents, queues and other activities. Supervisors are free to manage agents, not software.
SCC can play outbound messages to live debtors or their answering machine, so that live agents are reserved only for constructive live contact. Or SCC’s precision answering machine detection algorithm can be used, playing messages to answer machines but passing live connects to agents.
To maintain the highest quality interactions, supervisors can monitor agent activity and join conversations where necessary.
Making the most of inventory
To achieve the best possible outcome from every contact, debtors are connected to the right person/ department as quickly as possible, by routing based on what is known about them, e.g. age of debt, outstanding balance, etc. Or they can be routed to a particular collector or department if there is an established relationship.
SCC’s best-of-breed predictive dialer reaches more live contacts per hour while complying with all regulations, automatically scheduling retries of busies, no answers and other non-live calls, and trying alternative contact numbers or addresses. Agents are kept engaged with the right people at the right time, with no supervisor involvement.
Maximising productivity under regulations
SCC complies with all regulations regarding who can be contacted and when, e.g. Do Not Call lists, US Fair Debt Collection Practices Act (FDCPA), no matter how stringent or complex. This helps conversations by avoiding unnecessary annoyance, and avoids any penalty for breach of regulation.
Regulations often mandate the recording of calls and text interactions. SCC can record all agent activity for later search, review and training.
See also …
Strengths of Softdial Contact Center™ (SCC) in Debt Collection
The business benefits and major features of Softdial Contact Center that make it ideal for the collections marketplace.
