Debt collection and nurturing of old loan applications

Most companies have to deal with defaulting customers in some way or want to make sure that contracts are followed up and that deals are closed timely.

To achieve this, calling customer might be necessary, however, to know which customer to call when can be challenging. In this sensitive area with money involved you want to make sure not only to call the right person in time (it wouldn't make much sense to talk to a customer who already paid or who rejected the application a day before) but you also want to display the right customer information to agents.

Therefore, you do not only need the possibility to conduct automated outbound calls with lists that are up to date but you also want to connect your automatic dialer to the in-house debt-system as well as your CRM or helpdesk.

We prepared two use cases, both are similar but differentiate in some central aspects which we want to discuss here.

The first scenario is looking at customer segments with less time sensitivity. For instance, dept status is checked once per day, therefore, user data does not need to be updated in real time. Data batches are uploaded in the morning manually and that's sufficient to reach the customer segment in question. Customers with debts are called throughout the day, agents receive the necessary data as soon as they connect to the customer and can log call results.

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The other scenario asks for a constant update of user data. Data from the data warehouse is fed to the data-uploader in real time, enabling available agents to be connected to any customer who signed up for a loan immediately. They will see all the necessary information and can complete the application process, therefore improving revenue by speeding up the process.

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This is how you could setup such a scenario (beware, you need to familiarize yourself with some third party software like Postman to handle API requests but we will explain everything in detail in our articles):

The outbound dialer part:

  • You should setup an automated outbound dialer campaign to automatically call your customers - if it's the first time you work with an automated dialer, feel free to read more on the topic in general or more practical terms.
  • Think about possible call outcomes and define them in your system (for instance: customer didn't want to complete application, customer has time tonight at 6 pm, etc.)
  • For your data warehouse integration, you can get inspiration from this article, however, if you want any customized setup, don't hesitate getting in contact with the babelforce team. We are always happy to assist.

You should keep in mind that customers probably call your service back. Build your inbound call flow for all call-backs to ensure you serve the customers and update your user database accordingly.

The system of record integration:

  • This article explains how to push data from an outbound campaign to a ticket. You can add, just as in any inbound case, as much information to a ticket as you wish and as you feel necessary.

 

 

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