The new omnichannel customer engagement capabilities enable creditors to maximise the effectiveness of the collection process according to modern customers’ needs.
Customers who drift into the collections process are often not getting the discreet and convenient communication they need, resulting in payment delays and a bad customer experience. Recognising a customer’s preferred method of communication and inviting them into a non-threatening dialogue via the digital channels they prefer, increases response and collection rates.
An omnichannel communications approach can help creditors and collections organisations engage with customers effectively to optimise their journey through recovery and rehabilitation.
Provide a seamless omnichannel customer journey by preserving customer activity information across touchpoints with no interruptions when switching from channel to channel
Build all conversations through QUALCO Collections & Recoveries. Channels are no longer interacting in silos and you enjoy a single view of your customer’s matters
Secure payments, promises to pay, and payment arrangements using proactive engagement methods. Enable customers to be notified for upcoming payments and past due accounts and greatly reduce delinquencies
API integration allows you to do more with every conversation - deliver settlements, take payments, collect data and capture feedback
Arm agents with contextual information to ensure they know when and why customers contacted your organisation last, and whether there are any outstanding issues without asking customers to repeat themselves
Simply build a fully automated bot or conversation flow based on required actions.
Manage both outbound and inbound campaigns as part of your collection strategies.
Start the campaign and all conversations can be tracked live on conversation screens.
Monitor conversations across channels and touchpoints using a single customer view.
Reach and be reached via Whatsapp, Viber, Facebook Messenger, SMS, and many more channels
View chatbot and agent conversations on any messaging channel having a single view
Bring instant live payment requests and processing into customer conversations, making it easier for agents to send payment links as they interact with customers regardless of the channel
Integrating with a dialer allows you to interact with callers through a series of automated menus, often enabling the customer to self-serve for faster resolution
Automate the routine conversations traditionally handled by human agents
Based on the applied business logic, bots are able to understand the context of a conversation and route the customer to the relevant workgroup or agent
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