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Predictive Dialing Can Help IVR in Collections

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September 27, 2013

Predictive Dialing Can Help IVR in Collections

By Michelle Amodio, TMCnet Contributor

Collections centers are tricky places to manage and maintain when it comes down to the call center nature of the business. The ultimate goal of a collection center is to, naturally, obtain debts for clients, and that is usually done through a series of technologies and operational processes. These types of call centers also need to stay up to date on the latest laws and regulations in collection efforts, so yes, there is a lot to stay up on.

Believe it or not, one technology that works very well for collections is predictive dialing. Traditionally, the benefits of predictive dialing are unique to call centers doing business and providing customer service, not necessarily collections.

Predictive dialers can help boost agent motivation. It offers them the ability to call the right people at the right time, thus enabling them to provide better customer service and be more professional. With predictive dialers, call center agents can reach out to more customers, thus helping to generate more sales each day. Shouldn’t those same benefits apply to collection efforts?

Features like “preview,” which offer agents information prior to calling, can help agents better know who they are calling and why they are collecting instead of spending too much time prior to the call getting history.

Predictive dialer phone systems and voice broadcasting auto dialers can call past due accounts and play a pre-recorded message. This message may contain specific client information including the action the individual needs to perform to bring the delinquent account current. This can save money in workforce costs while bringing in positive results.

Fewer collection agents can process more calls with predictive dialing. Your debt collectors are able to spend their time handling more serious and complex debt collection and past due account calls, instead of dealing with busy signals, dead lines, or answering machines.

Even simpler is the technology itself. A number is automatically dialed, and the phone system transfers the call to the agent. This method simply relieves a collection agent from the tedium of manually dialing long lists of numbers. This can be a big time saver.

The bottom line? Integration of a predictive dialer is an indispensable tool for effective collections and agency success.

Edited by Blaise McNamee

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