Why Collection Agencies Must Use Call Center CRM Integration?

Posted by Mike Hussain on March 23rd, 2021

Mortgages and loans give an easy way to people to get their dream things; from car to the house, studies, business, and even a tour package. In all countries, mortgages and loans are available and any one can avail the same. Not all people pay the EMIs on time and that is where the collection agencies come into the picture.

The collection agencies take work from banks and private companies lending money to people. The main role of collection agencies is to remind and collect the EMIs from customers on time or at the earliest possible. The call center solution with auto dialers is one of the features used by the collection agencies to run collection campaigns. The traditional call center solutions do not offer multiple features, which are necessary for a collection company. The leading call center software provider, therefore, has built a collection module, which can be integrated into the call center solution.

The call center collection integration offers the required features to skip numbers of customers from the auto dialing list that have already paid the EMIs or have asked for the callback. It also has some more amazing features. This module makes the whole process of calling for collection easier, speedier, and more efficient. However, for an effective conversation, there is one more tool that a collection agency needs. That is a CRM solution.

The CRM system should have all information about the customer along with the payment history and the reputation of the customer. Along with that, the CRM also shows more details about the customer preferences and the whole journey and history. The Agents of collection agencies have to refer to the CRM records of the customers to have a personalized and efficient conversation.

Usually, all collection agencies use a CRM system along with a call center solution. If both of these systems are not integrated with each other using call center CRM integration, then the agents will need to move back and forth among the call center and CRM solutions. This would result in some delays in taking action or responding to the customers. This may also result in losing control over the conversation and hanging up after taking the response of the customers. However, collection agencies need to focus on increasing collection. Therefore, the call center CRM integration is necessary

The call center CRM integration integrates the call center solution with the CRM software. This integrated solution shows all the information to the agents about the customers during a live call. The agents do not need to switch screens to find the information in CRM and take the action using the call center software. This helps in saving a considerable amount of time of agents. In addition to that, the call center CRM integration will show all the important information about the customer to the agent, so the agent can personalize the conversation. For example, if the customer pays EMI by cash, then the collection agent can offer pick up service. 

In multiple ways, the call center CRM integration helps agents in saving time and increasing EMIs. Therefore, call center CRM integration is necessary for all collection agencies.