Enhanced performance with debt collection technologies
Maximised recoveries are achieved through our case management system. The system prioritises accounts for action through conditional processing with the ability to create bespoke dynamic workflows and letters. This manages debts efficiently to maximise recoveries, control, and flexibility minimising manual involvement and force a high quality of data.
Improved customer workflows are decided through data modelling and segmentation of cases to drive optimal recoveries strategies to deliver the right outcome for each customer.
Intelligent tracing allows you to reconnect with your customers. Through our proprietary technology we utilise keystroke replication to simultaneously interrogate multiple data sets through our rules based approach. This presents smarter data to trace investigators, thus increasing trace productivity. In addition we intelligently use desktop tracing to match results across each data source and deliver results to the trace investigators desktop for verification.
Smart use of dialling technology increases Right Party Contacts (RPC’s) through use of our telephony platform. It provides efficiency through predictive, preview, fixed line per agent, inbound and blended dialling. It includes IVM, best time to call and best number to call software. The AMD (Answer Machine Detect) function is switched off to ensure the strictest compliance with OFCOM regulations, maximising the contact rate from dialling activity.
We provide an increased opportunity for payment for customers using our online customer web portal. www.mydlc.co.uk allows customers to self-serve 24 hours a day providing flexibility to manage their account. To maximise levels of engagement, mydlc is fully optimised for user experience and has a responsive design optimised for PC, laptop, tablet and smartphone.
Customer payment protection is guaranteed using technology that removes agent handling of card details, and the storage of the details within call recordings. Customers enter details via keypads on their phone, creating an extra level of security for PCI compliance.
Enhanced performance is directed through use of Speech Analytics technology, we have the agility to analyse voice data and review 100% of call details. This enables us to automatically score the performance of every call, whilst simultaneously monitoring for compliance purpose. Speech Analytics provides entire evidence of correct outcomes for customers which are used to target training. An organisation operating without this technology will only be assessing 1% of their calls at any one time.
We achieve best outcomes in continually improving our operational effectiveness using a champion Vs challenger approach on our dynamic workflows. This method measures success of champion and challenger strategies against the core strategy, and against each other.
Quick resolution to your customer’s queries is achieved when using our online portal allowing secure online access to our clients. It has the ability to view full detail of debt collection activity carried out on all cases including dialling attempts, notes made on accounts, details of any letters, emails and SMS. Using this tool our clients can provide us instant updates and resolutions to customer queries.
We ensure pro-active compliance by controlling the whole lifecycle of our Policies and Procedures by getting them to the right people so that they become accountable. We monitor completion of statutory reading, signing up to policies and making sure the process is recorded and auditable.
We provide better insight through Effective reporting. Our Business Intelligence Competency Centre specialise in creating bespoke reports supporting a range of outputs to meet client’s operational requirements. All reporting is transferred using a secure method in line with information security.