Who is it? Use right party identification to find out. | IAT SmartDial® Solutions

Who is it? Use right party identification to find out.

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Do you ever wonder if your IVR messages are being received by the correct person? IAT has several dialogues that require the listener identify themselves as the right party before the dialer will speak its message or take another action. Consequently, you can be more confident in your message recipient.

IAT’s basic right party identification message is set up like this:

I have a message concerning important personal business for [Account Full Name].
If you are that person, press the number 1 on your telephone to receive the message.
If that person is home and can come to the phone, press 2.
If they are not home, press 3.
If I have the wrong number, press 4.
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Once the person selects a number, the dialer will respond accordingly. For instance, it might speak a message requesting the listener find the right party. Or it might provide the listener a phone number the right party can call when they do become available.

If the right party is identified, IAT has several options available for the dialer’s next action:

  • Transfer the call to the best-suited dialer agent or group, a specified extension or a phone number.
  • Speak an automated message with your name, Mini-Miranda, the company you represent and the account balance. Then the dialer could do one of the following:

Speak a call back number or give them the option to speak to a representative.

Speak a demand for payment. You can provide options here, too (pay by credit card/electronic check or transfer to an agent to schedule payments).

If an answering machine is detected or if there is no response to the identification process, a simple message without personal information can be left.

So how can a right party identification message be useful?  While I am not legal counsel (please consult your own counsel before starting any IVR campaign), I believe right party identification could help overcome many regulation challenges concerning messages. You could try using it in a variety of ways, including the following:

  • Call accounts that have missed a scheduled payment and make a demand for payment.
  • Contact low balance accounts with a demand for payment; it may help you collect some low hanging fruit without costly man hours.
  • Verify all new accounts’ phone numbers and contact information using an IVR Message prior to loading it into a PD Campaign. It will weed out disconnected numbers and wrong numbers, giving you a valid list of numbers the debtors can be reached at.

Need to send IVR messages, but want to know they’re being received by the correct party? Give right party identification messages a try.


Winning the Waiting Game

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This article was written by Paul

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