The collection industry has been facing increased fines by state and federal governments for telephone contact violations. These fines can be prevented by implementing an inexpensive call recording solution. Normally the cost of this product is far less than the majority of the fines. Applied Business Technologies solutions helps collection firms to operate smarter and efficiently while dealing with tighter budget and heavier workloads.
Some of the applications and services we offer include:
- Call Recording platform that provides a secure environment, while allowing rules based permissions, data retention and DOD secure deletion.
- Call Recording and Screen Capture helps with improvement of collections and other performance metrics such as accountable agent/debtor interaction
- Recording and screening agent/customer interactions with easy playback retrieval
- helps to ensure compliance, minimize dispute-related costs and reduces liability risks.
- Quality Assurance and training applications to ensure that the agents have the right skills
Speech Enabled Applications
Our Speech Analytics application analyzes the entire call identifying key phrases that are important to the collection techniques used. Those words are then measured and utilized by supervisors to coach agents effectively in increasing debt collection rates. SpeechMiner automatically detects and categorizes any abusive, unfair, or deceptive language or collections practices by analyzing each collections related calls to ensure full compliance with the Federal Fair Debt Collection Practices Act.
Customized IVR solutions
- Fair Debt Collection Practices Act compliance
- Deliver consistent customer service by routing inbound calls through specific hunt group queues, with specific agent assignment routing for handling dedicated customers
- Recover more debt in less time by setting up automated self service for taking payments
Workforce Management
Workforce Management and scheduling allows collection organizations to increase collection efforts and manage control costs.
Management can approve time sheets automatically, track tardiness and absence providing real time alerts to exceptions enabling them to take immediate action. Flexible time recording for field crews and equal distribution of overtime if necessary.
Finance Managers can accurately match labor expenses to the appropriate operating unit and verify operating costs using a detailed budget report system. Human Resources can accurately collect hours worked to ensure accurate pay calculations for regular time, overtime and shift differential.
