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Predictive Dialer Used for Billing and Collections

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April 28, 2010

Predictive Dialer Used for Billing and Collections

By David Sims, TMCnet Contributing Editor

Utah-based Bonneville Billing & Collections officials say the company uses a predictive dialer system to handle its medical and utility accounts for the Western region of the United States, for clients "in Utah, Idaho, Oregon, Washington and Wyoming," said Jim Eastwood, Dialer Manager for Bonneville.

Bonneville divides its accounts into three stages, using different features of CT Center for the first two stages. In stage one, Eastwood, who never gets called "Clint," says collectors work accounts with CT Center's predictive dialer.

"Our agents are on Predictive Dialing all day long, every day," said Eastwood.

Stage two is worked by more advanced collectors, who occasionally use the power dialer to work accounts, and if you get to stage three it's time for lawyers and legal action.

You don't want to get to Stage 3.

Eastwood said "you can't rule out Interactive Communications," however. "Some accounts come to a point when you wonder what else can be done to collect payment, so we put them on IC."

That's a two-fold feature of CT Center. IC Outbound delivers an interactive message to accounts. Messages can be personalized for payment reminders, demand for payment or settlement campaigns, which Bonneville uses on an outbound effort for their problem accounts, company officials say.

IC Inbound, or better known as IVR, is used at Bonneville to answer calls and process payments from callers 24 hours a day, seven days a week. Recently, an option for accounts to leave a personal message for the agency was added.

Randy Cooper, President and CEO of IAT, says "CT Center offers a host of options, from four dialing modes to custom recorded messages." Salt Lake City-based IAT has been developing dialing and messaging technology to the collections industry for over two decades.

Bonneville Billing and Collections opened its doors in 1980, and works medical, dental, radiology and utility accounts for the western region of the United States.

David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Kelly McGuire

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