In the last few years, due to periods of recession and the crisis caused by the COVID-19 pandemic, the number of non-payments has increased, which is a more common problem than it seems for many companies, indeed 64% of them suffer its negative consequences.
Due to the sensitivity of the subject, among the different areas of the Contact Center, the collection of debts is, without a doubt, one of the most complex and difficult to manage. But there are many companies dedicated to debt collection that use abusive practices to achieve their goals, such as the violation of data protection regulations, among others.
That is why companies engaged in these tasks are torn between maximizing this recovery and staying within the guidelines of respect and consumer data protection.
Do you want to know the benefits of Conversational Intelligence solutions with Speech Analytics for the optimization and improvement of recovery processes?
Download Now: Debt Collection Process Optimization in Contact Centers
Conversational Intelligence and Speech Analytics for debt collection management
Thanks to AI and Speech Analytics, it is possible to carry out the management of debt collection by following quality standards, having a positive impact on the operation, reducing costs, and improving efficiency.
But it not only brings benefits for Contact Centers dedicated to debt collection but also brings significant benefits to consumers as it ensures that they receive respectful treatment, the protection of their data in compliance with regulations and that their intentions and emotions in these processes are known and considered.
How does Speech Analytics optimize the debt collection process?
Knowledge of the customer to carry out personalized strategies.
Through Speech Analytics it is possible to analyze which words promote promises to pay or which are the most frequent objections of debtors, to create more efficient dialogue scripts and improve the customer experience.
Meeting quality requirements.
With Speech Analytics, the monitoring of compliance with policies and requirements is carried out to ensure the protection of consumer data and rights. Manual monitoring is limited and not very effective and that is why, with conversational intelligence solutions, such as Recordia, it is possible to analyze 100% of the debt collection calls with the objective of alerting and knowing which were the ones where non-compliance occurred to take specific corrective actions.
Improving agent training and operational efficiency.
With the application of Speech Analytics in the debt collection process, Contact Centers can analyze agent skills and prepare customized training plans to strengthen the necessary aspects. Conversational intelligence can analyze words that promote higher promises to pay or the most common objections in order to improve agent scripts.
Conversational intelligence solutions, such as Recordia, allows supervisors to detect key performance indicators of agents and compare them with the monetary return in terms of debt collection.
Debt collection processes are complex processes that involve many factors beyond the fulfillment of business objectives. That is why optimizing these processes with conversational intelligence starts to be a great advantage for these companies, achieving higher debt collection rates, maximizing the quality of the processes, and reducing costs.
Find out more about how the conversational intelligence of complete solutions such as Recordia help in debt collection processes by clicking here.