For high-performance Contact Centers, proactive outbound communications has become a key success factor. By adding automated outbound calling campaigns, Contact Centers can streamline critical, high volume communications processes, increase their operational efficiency, reduce agent downtime, and blend inbound and outbound call handling to service multiple campaign requirements.
Organizations can use technology to optimize their outbound communications by learning from past calling results – reducing email terminations or ring-no-answer (RNA) situations – to improve future campaigns. By leveraging today’s advanced capabilities, innovative algorithms, while extending their reach via additional communications channels, organizations can maximize their customer engagement rates while respecting the ever-increasing range of regulatory restrictions – be they local, regional, state, or federal.
“Minnco Credit Union (MCU) has provided the people of East Central Minnesota with quality financial products and services since 1935. Having grown to more than 28,000 members, MCU offers an array of new, convenient offerings via five branches across Minnesota.
As a Collections Officer, I was looking to significantly improve our ability to collect overdue loan payments from our members. Traditionally, our collection methods were “snail mail” and phone calls but neither was particularly efficient or cost-effective: Letters involve postage costs and a lag in two-way communication, while phone calls every three days are time-consuming and typically required us to leave unanswered, recorded messages as members seek to avoid uncomfortable real-time conversations about payments owing.
Although we have current email addresses for roughly 25% of our members, I wanted to explore using the email channel to expedite responses from delinquent members, in a less time-consuming and cost-intensive way. Working with Doug Caffrey at IBS, a Collections and Recovery software provider to the banking and credit union industry, Enghouse Interactive was brought in to implement its Outbound Communications solution, Hosted SmartDial.
Although only implemented just 1½ months ago, the results have been dramatic and immediate: We now receive 50 email responses a week. Delinquency for 15-30 and 30-60 days outstanding, fell by a whopping 50%! We are so encouraged by these early results that we intend to start leveraging this solution to reduce overdrawn account balances as well.
I have fairly exacting standards however, Enghouse Interactive’s solution delivered an immediate, positive impact to our credit union. I wouldn’t hesitate to recommend them!”