Importance of Omnichannel Call Center Solution in a Collection Agency

Posted by Mike Hussain on April 2nd, 2021

The main job of collection agents is to contact each customer on time to give the required reminders to pay the due EMI. The collection agency often gives multiple reminders for the EMI, along with taking some other actions. To carry out their tasks, they need multiple tools and one of the most important tools is an omnichannel call center solution.

Some collection agencies still use a call center solution with the traditional features and a single mode of communication, which is voice calling. However, in this technology era, it is necessary to use more advanced features and unified communication channels. Therefore, using an omnichannel call center solution is necessary for collection agencies. 

Let me share the top 3 reasons which prove the worth of using this software in any collection agency.

1. Automate some jobs to save resources for more productive tasks

The omnichannel call center solution will have multiple amazing features to offer for self-serving and call center automation. The self-serving features can reduce the workload from the agents to answer common questions like what is the due date or how much amount is due? The dialer will answer all common questions as well as it will allow the customers to take the required actions like selecting the payment method and making a payment.

Call center automation is another benefit of using an omnichannel contact center solution in the collection agency. There are some advanced features like WhatsApp broadcasting, SMS broadcasting, voice or call broadcasting, and more. All these features can be used to send reminders without involving agents. This can save manual and other resources like predictive dialer from calling each lead individually to give a reminder of the upcoming due date.

2. Make reminders gentle and automated

In the collection companies, sometimes the agencies need to give more tight follow-ups or need to become firm. For example, when the customer has not paid multiple EMIs, the collection companies need to have more follow-ups. Other than this type of case, the collection agencies can make the follow-up process more flexible and automated by using one of the call center automation features available in the omnichannel solution. This will make the customer experience better as there is a machine asking for the EMIs instead of a human. Agents may put some people in an embarrassing situation and it can be avoided in normal cases. It will also save resources to handle complex cases.

3. Make sure the customer is contacted via all possible modes of communication

The omnichannel call center solution provides access to all communication channels to the collection agencies. Using the unified communication channels, the collection agencies can send multiple reminders and other required messages via different modes of communication. 

There are many more benefits of using an omnichannel call center solution and you must use this software. 

Author Bio

Author works in a company that offers a call center solution for a collection agency that offers call center collection integration. Along with that, the company also offers call center WhatsApp integration, call center CRM integration, call center Twitter integration, and other services.