At a Glance
High performance predictive dialing under compliance
Integrated with many collections management packages
Data-driven routing to specialist teams or self-service
Inbound/ outbound IVR
About Sytel’s Debt Collection Solution
Reach more clients and collect more debt with Sytel‘s Softdial Contact Center™ (SCC). SCC is a complete, full-service contact center platform enabling debt collection operations to get the best from your existing workforce.
SCC offers outbound/ inbound contact handling, IVR/chatbot, recording, reporting, scripting and more, in a single integrated package. Other contact channels such as email, web chat, SMS, Telegram, Facebook Messenger and other social channels can be easily integrated into your strategy.
SCC comes ready-integrated with several specialist debt collection software packages (such as RMEx from Quantrax, integrated since 2004!), SCC is highly flexible and your chosen package can be added on request – just talk to us.
SCC uses intelligent automation to make your collections projects more effective and efficient. It helps you to meet and exceed your business goals by managing all inbound and outbound engagement, and scheduling retries and callbacks.
Depending on your IT resources, SCC can be deployed either:
- in the public cloud – fully managed and supported by Sytel. Hosted on AWS, this option is known as Softdial Cloud™, and makes use of the competitive rates of our carrier partners.
- on-premise/ private cloud – installed and managed by your in-house IT staff
Boost agent productivity with Sytel’s AI Predictive Dialer
SCC contains a high-performance predictive dialer – the Sytel AI Dialer™ – which launches more calls than there are agents available, and screens non-live calls automatically while connecting calls answered by a person to collectors.
- Reach more live contacts and collect more debt
- Gain up to 20 mins extra talk time per hour per collector over non-predictive dialing (and even many predictive dialers!)
- Adhere automatically to any limit on abandoned calls.
- Free-up collectors from having to wait, listen and classify. Spend more time on productive debt collection.
The dialer achieves the maximum possible agent productivity using massive simulation based on all campaign conditions as inputs. This provides lightning-fast adjustments as conditions change, and a far more accurate dialing rate than dialers that rely on mathematical modelling.
Comply with all outbound regulation
Comply with all rules governing the calling of consumers, e.g. FCC/ FTC, TCPA, Ofcom, Do Not Call lists, with maximum flexibility and no fuss.
- Abandoned call rate – just set the target and leave it alone. No manual adjustment necessary – frees supervisors to concentrate on coaching collectors and other quality assurance work.
- Ring, no answer – no hang up on a ringing call within 15 secs. No added annoyance to debtors
- Do Not Call – all numbers screened in real time against any DNC Lists – company, state, federal. Any numbers added can be removed immediately from the dial list
- Right time to call – all rules on when calling is allowed, is managed automatically, observing timezone and can be adjusted as necessary.
And when rules change, the dialer can easily be configured to comply.
Set contact strategies with precision
The dialer provides the best chance of success in the shortest time, providing automation and flexibility in managing your debt inventory.
- Get numbers to dial from any 3rd party database/ CRM/ collections system via secure integration, and write back all data.
- Manipulate and combine account lists to hone your dialing strategy.
- Retry automatically at different times of day – even on different numbers – to increase success
- Maintain high productivity by mixing retries and callbacks with fresh numbers across multiple lists.
Automate self-service options
Save on collector costs with integrated IVR/chatbot automation.
- Mix human and virtual (bot) agents in the same campaign. Use a virtual IVR/chatbot agent to deliver and take messages, or for high-value/complex interactions, route to an agent.
- Broadcast automated outbound messages (where regulations allow)
- Transfer easily between IVR and collector, with all data sent with the call
- Take voicemail out-of-hours. Tag each message with name/ account ID.
- Allow debtors to set up a payment arrangement with no agent intervention
- Present personalised data, e.g. linked balance, last payment info, due date, amount due, etc. automatically via built-in Text-to-Speech (TTS)
- Save agent time by authenticating the caller before connecting to a collector.
All IVR/bot options for rules, TTS, logic flow, etc. can be set up by non-technical personnel in a reusable ‘script’.
Integration with collection software
SCC was built from the ground up to integrate with any applications. All modules can be swapped in and out via its comprehensive API library. Debt collection agencies can pick and choose the elements they require and easily incorporate them alongside their current collections software.
Want to talk to Sytel about integrating with your software? Just get in touch to discuss it.
Use data-driven routing for best results
Use caller ID or any IVR/bot conversation data to match inbound callers to their account and route them to the right team based on balance, age of debt, or collector skills required.
Utilise agents where they are needed most
Reduce wasted agent time by blending outbound agents to take inbound calls when required. Dynamic workforce management helps reduce reliance on forecasting and scheduling. Achieve more with the resources you have.
Monitor for quality
Listen to collector conversations in real time, with options to coach, or take over. Keep an eye on progress as it happens with comprehensive real-time statistics on all call, dialer and agent activity.
Record everything
Record audio plus agent screen activity – for training, scoring, quality assurance or dispute resolution.
- Search recordings easily by account number, name, project, phone number, collector, etc. Playback within the same tool.
- Record some, record all, or let the collector decide.
Need help? Just ask us…
Our expert support is second to none, and is on hand to provide expert assistance. Your annual support subscription ensures immediate access to any system enhancements.
See also …
Strengths of Softdial Contact Center™ (SCC) in Debt Collection
Take a look at the business benefits and major features of Softdial Contact Center that make it ideal for the collections marketplace here >>
Download the PDF: Softdial Contact Center™ (SCC) for Debt Collection
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Case studies
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GDCC (US) – Cloud Hosted Deployment Driving Multiple CATI Platforms
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