I’m not a handy person. Give me a wrench, a hammer, a screw driver or even a piece of duct tape, and I’ll find a way to mess it up. I can’t even figure out how to correctly plug all the cords into my computer. Maybe that’s why I marvel at the skills of guys like MacGyver. Give him some duct tape, a pocket knife and a piece of chewing gum, and he’ll figure out how to fix a car (or blow something up).
Thank goodness for repairmen!
Managing a debt collection effort isn’t easy, either. It’s significantly easier if you use tools designed to automate management tasks, while maintaining the flexibility you need. IAT’s site-premised dialer, CT Center, has many tools to do this. Below are just a few of them.
Separate your accounts into targeted lists. Instead of one big list of accounts, break your accounts into smaller lists with similar attributes. This provides flexibility and opportunity for more targeted collecting strategies.
With CT Center, upload all your accounts together and then have the dialer separate it into lists based on whatever data element(s) you choose—account type, clients, balance amounts, area code and more. A list’s template can be created once and then applied to future data uploads. It’s quick and easy and allows you to tailor your collection strategies for different kinds of accounts.
Take control of which lists agents work. Turn your agents into specialists by letting them work the account types they excel at. Use IAT’s List Group feature to order your lists, and indicate when you want each list to be worked. Place groups of agents or individual agents into specific List Groups. The dialer will keep track of who’s working which lists and automatically transition between lists at the times you indicate.
Set up your dialer to work like your best collector. Your best agent wouldn’t treat a “no answer” and a “busy” outcome the same way, and neither should your dialer. At IAT, we call this outcome a call result. You can set up IAT’s dialer to handle each call result differently, just like your best agent would. For instance, set up the dialer to wait 10 minutes before calling back a “busy” and wait 3 hours if no one answers the phone.
IAT can’t hotwire your car with a paper clip, but our management tools help supervisors keep agents busy. If you’re not sure how to use an IAT tool, give us a call and we’ll show you how to do it.
This article was written by Kendra