What we did
Goal 1: Increased agent’s visibility of contact attempts for both inbound and outbound for calls and SMS.
We used our call monitoring software that tracks all inbound and outbound calls and messages. This allowed us to block any call that was associated to a customer who had reached their monthly contact limit.
The business had a bespoke CRM in place, so in2tel’s development team had to build custom integration paths, for the two pieces of software to be compatible. Once integrated, agents could see a live data record of each customer’s profile. This could show if a customer was currently in a call with another agent and heavily reduced the chance of duplication.
Goal 2: Record all calls
To assist the company with its compliance, we used our call recording software. This allows all agents to record both inbound and outbound calls automatically and on-demand. With compliance and data heavily scrutinised in the debt management industry, it was important for the business to have easily obtainable records of all conversations with customers.
Agents and management now have access to their recordings through the CRM and these can be downloaded on to any device for analysis, training and compliance.
Goal 3: Automatically update dialler lists based on live records
Due to the previous solution in place, dialler lists could not be updated based on live customer records. This led to agents having numbers in their lists, which had already passed the calling limit for the month.
We implemented new software that automatically updated the dialler lists based on our call monitoring. Any customer record that had reached its contact limit, would have all its associated numbers removed from the dialler’s list and would be blocked from all future outbound calls.
Goal 4: Implement a PCI level 1 card payment system
With debts being paid over the phone, the business required a payment system that could transmit, process and store credit card data to the highest standards. PCI Level 1 is the highest level of compliance these card payments systems can have.
We supplied a card payment system that integrated with the company’s systems and provided a smooth customer experience over the phone.