Smart Collections in Challenging Economic Times: Leveraging the Right Tools and the Right Metrics to Maximizing Collections While Minimizing Delinquencies

Learn how the latest contact center technologies such as performance optimization can be utilized to streamline collections processes and improve the overall quality of every collections interaction - maximizing your collections and minimizing your delinquencies. Hear how leveraging metrics that track outbound talk time, contacts handled, promise-to-pay kept percentages and best-time-to-call can be used to inform a host of decisions ranging from the types of training agents receive to how payment plans are structured - with the ultimate goal of improving the agent's ability to reach the customer and resolve collection issues successfully.