| TouchStar for Debt Collections |
| What is TouchStar for Debt Collections?
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| TouchStar for Debt Collections provides a complete blended inbound and outbound call centre
system that is responsive to the very specific demands of the collections industry. In many parts of the world, TouchStar has become a qualifying standard to obtain debt servicing placements. |
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Predictive dialling to maximise
collections on low balance
accounts.
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Power dialling for high balance
accounts.
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Automated inbound payment
facility.
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Credit card processing.
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Message broadcasting with
bespoke messages
(text-to-speech).
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Agent monitoring, coaching,
integrated SMS, digital call
recording.
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Intuitive real-time productivity
reporting.
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Interfaces with your collections
software
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Reduces training, collectors
become productive faster.
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Compliant with all Ofcom
regulations.
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In order to contact clients who are notoriously difficult to get through to, the TouchStar predictive dialler will dial automatically from your database using multiple number dialling plans that will also screen out answering machines, busy signals, disconnected numbers and no answers. By using variable speeds of dialling the risk of dropping calls can be reduced to a minimum.
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| As you know there is ever increasing competition within the sector, a requirement for higher liquidation rates, more client audits and additional legislation and regulation. Let our technology help your business.
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For more information on how a Predictive Dialler works click here
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| Does TouchStar for Debt Collections integrate with other Collections Software Packages? |
| The TouchStar system
interfaces with many different collection software applications and are able to develop an interface if one does not already exist. TouchStar also provides a software developer toolkit to allow for easy and seamless integration of TouchStar’s robust dialling features into any Windows based collection software application. |
| Some examples of collections software packages we have recently integrated with: |
| CUBS |
One Step |
Tharion |
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| Adtec/ORCA |
Linetime |
Accent Debt Recovery |
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| Why is the TouchStar
system a perfect fit for the Debt Collections industry? |
| We have listed below a
number of examples that demonstrate the perfect
fit between the collections industry and the
TouchStar system:
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- You can capture, segment and analyse
customer contact data for appropriate follow
up collection actions.
- Payment Processing option. TouchStar allows you to be able to take payments outside of normal office hours by using TouchStar payment processing engine to allow for a 24 hour payment line to be in operation which will allow for debtors to make a payment in the IVR element, confirming the information they have input back to them via Text to Speech the details are then sent off to Sage Pay and an approved or declined message is then relayed to the customer.
- Text to Speech option. Customers can be read a balance statement after entering their pin number directly from the database. When TouchStar detects an answer machine a bespoke answer machine message is left on the answer machine stating the customers’ name, reference number and telephone number in which to call the organisation back.
- You can manage each contact
appropriately based on debt delinquency
level or other rules.
- Multi-number collections dialler - you
can easily create custom dialling plans
involving multiple numbers per client for
each record to be called at different times
of the day.
- Real time record update - it is critical
to be able to update campaigns in real time
so that potential clients are not called
inappropriately.
- Agent call back - this allows agents to
schedule call backs as required. The call
backs can be routed to a specific agent,
based on his or her skills or a group of
agents.
- Flexible agent scripting controls how
your information is captured, guides your
agents through difficult calls and
complements the complete collection process.
The TouchStar system is flexible and can
work with your current applications.
- You can use multiple channels for
contact including email, fax, web, text,
predictive diallers, and voice broadcasting.
This is proving to be more and more critical
in this age of increasing convergence.
- Multiple dialler modes - predictive
dialling is one of several dialler modes
used in collections. The TouchStar system
provides both predictive and non-predictive
dialling modes.
- The automated payment options let
debtors make payments using an automated
system that prompts them for payment
information over the phone.
- TouchStar provides 100% digital call
recording, as well as a simple tool for
searching and playing recordings. You can
search recordings for immediate playback to
debtors to resolve any payment disputes,
review recordings internally to ensure
compliance, send .wav or .mp3 files to
clients for quality assurance review and use
internally for training on best collection
techniques and pitfalls.
- The real-time collector & campaign
reporting function provides real-time
reports by collector and/or campaign to
enable immediate and well informed
decisions. It tracks actual performance
compared to specific goals that supervisors
set by collector, combining call
productivity and revenue tracking for
improved management.
- Call monitoring, coaching, conferencing
and text messaging allows supervisors to
identify problems quickly and coach
collectors on improved collection techniques
and immediately resolve compliance issues.
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As part of our service,
we will train your
collection managers on
how to use dialler
technology – completely
free of charge. This of
course means that your
managers and supervisors
can focus more on
training and mentoring
while the system
identifies problem
areas. |
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You will never
need to change the way
you do things to fit a
TouchStar system - the
system will easily
accommodate your
business processes. In
addition, as technology
changes, you will have a
system that can
integrate with the
latest state-of-the-art
hardware and software
and can also be scaled
to your particular
requirement. Naturally, the TouchStar
system complies with all
OFCOM, DMA and FSA
regulations. For your peace of mind,
we provide 24 hour, 365
days a year support
provided by UK based
engineers. |
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Testimonials |
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"The integration into our database has done away with tiresome double entry and improved efficiencies dramatically. The database is a complex system designed in-house, with information being updated while the agents are working. The TouchStar system connects directly to our database in real time so that we never get a client rung for the wrong reason, we don’t chase for payment after we have received it!"
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Lucy Sargent, Contact Centre Manager, Newlyn Collection Services
Read full case study
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“Collections have increased and that is because we can operate in ‘predictive’ mode all day without the downtime we regularly experienced with our hosted solution. It allows us to use our data more effectively and pinpoint the likely time we will be able to contact our debtors. In addition, the system allows us to route inbound calls to an appropriate agent.”
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David Summerscales, Collections Manager, Chantry Collections
Read full case study
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“The implementation of the TouchStar dialler has made a significant contribution to our productivity and efficiency and as a consequence we have seen an uplift in the number of right party contacts.”
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Steve Butterworth, Operations Director, Clarity Credit Management Services
Clarity Credit Management Named Debt Collection Agency of the Year 2008 |
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