I2CREDIT Nº 69
The Future of Collections is Multi-channel Contact: Web Panel
Collectors are going to need accurate alternative contact information to do their jobs effectively in the future, according to experts.
As consumers’ communications preferences continue to evolve, collection firms and financial institutions need to move to multi-channel communications in order to improve customer contacts, according to industry experts who discussed the matter Tuesday in a Webinar hosted by SoundBite Communications.
Por: Phil Britt | Inside ARM
The declining environment makes managing delinquency communications essential, Patterson added. To manage those communications, creditors, collectors and financial services firms need to realize that people in different stages of their lives prefer different communications methods. While young adults prefer texting and e-mail and may not own a landline telephone, older consumers prefer traditional telephone or other forms of communication.
Additionally, these different communications channels have become siloed in financial services and other firms as workers have become more specialized, according to Patterson.
But that leads to a lack of customer information that leads to a lack of effective communications because many people use multiple channels, Patterson said. "Fifteen to 20 percent of customer contact records are out of date." A similar percentage of records do not have e-mail or mobile phone information for customers.
Having all of that contact information is essential as collections, charge-offs and delinquencies continue to increase, Patterson said.
"Fifty million accounts are becoming delinquent," Patterson said. "Twenty to 25 percent (of these debtors) prefer to be serviced via the online channel. We will likely see similar figures for the mobile channel as well. Collections is interesting because it is leading to a multichannel blending [of contact methods]."
But for those channels to be effective, automated or human methods have to be used to collect other customer information (i.e., e-mail address, cell phone number) when a contact is made, Patterson said.
By adding texting to telephone communications, one financial services firm increased its collections by 117 percent, Patterson said, referring to an example reported earlier by insideARM ("SoundBite Launches Integrated Communications Platform," May 20).
"Delivering the right message on the right channel can be a competitive advantage," Patterson added.
Barclayscard US had similar improvements in collections when it added multiple communications channels to its collections efforts, said Josh Tonderys, senior director, customer support strategy and operations.
Barclays, a SoundBite customer, is trying to further refine its collection efforts by examining which customers are most responsive to automated messages, Tonderys added. That research is ongoing.
http://www.insidearm.com/go/arm-news/the-future-of-collections-is-multi-channel-contact-web-panel
Ultimas Notas
I2CREDIT Nº 69
La crisis dispara la demanda de gestores de cobros, auxiliares administrativos o comerciales
La caída del consumo y el aumento de las deudas e impagos como consecuencia de la crisis harán que perfiles profesionales como el de gestor de cobros, auxiliar administrativo o comercial sean algunos de los más demandados en 2009 y, por tanto, la oportunidad para muchos, incluso aquellos con baja cualificación, para salir del paro, según un estudio de Adecco.
Por: Publicado en Europa Press
La calidad de la atención al cliente en el sector bancario en épocas de crisis
Llegada la temida crisis, el sector bancario se encuentra en la encrucijada de como captar pasivo al tiempo que endurece las condiciones y garantías de crédito a esos mismos clientes.Shopper Marketing Consulting plantea algunas preguntas de interés.
Por: Publicado en Call Center Noticias
El Foro de Davos da comienzo con un único mensaje: El Estado debe intervenir
Los expertos reunidos en el Foro Económico que se celebra en la ciudad suiza de Davos ven necesaria la intervención del Estado para estabilizar la situación de los bancos y de las economías. Abogan por estímulos fiscales coordinados a nivel global.
Por: Publicado en LD Agencias
Cómo crear un Programa de Fidelización
Más allá de la importancia del servicio que se presta para fidelizar a los clientes, lo relevante que resulta para las empresas esta lealtad del cliente, lleva a muchas a crear programas de fidelización
El objetivo de los mismos es añadir valor a la relación entre empresas y clientes. Su diferencia principal con un programa de promociones en que es necesario implementar una base de datos y un sistema de comunicación directa e interactiva capaz de facilitar la comunicación persona a persona.
Por: Publicado en Call Center Noticias
Credit Card Companies Forgive Some Debt
But Such Forgiveness Will Leave a Nasty Scar on Your Credit Report for Years.
They might forgive but they won't forget. Banks are more willing than ever to cancel some of your credit card debt, but the non-payment will remain on your credit report for years to come, dragging down your credit score.
Por: Elisabeth Leamy | ABC NEWS Consumer Correspondent
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