Can collections be fully automated to become self service?

Customer Journey – Pushed or shoved to success

2

• Relevant customer behaviour monitoring & tracking in place

• Upper and lower control limits agreed to ensure strategies remain within tolerance.

• Effective control reporting to ensure all contact strategy remains compliant and optimised.

• Customer scorecards, ensuring any customer that behave through automation remain in the cycle. Automatic referral for customer non activity or deviation.

• Agents can focus on the challenging cases and removed from the mundane tasks. Huge cost saving potential.

• An effective associate incentive scheme that allows agents to maximise opportunity while increasing business revenue.

3

Dialler Intensive approach

Successful Live Connect7:00 pm

UnsuccessfulAnswer Machine 10:24 am

8.00 am

12:30 pm

1:30 pm

5:30 pm

6:30 pm

9:00 pm

8:00 pm

WORK

LUNCH

WORK

TRAVEL

HOME

SOCIAL

UnsuccessfulAnswer Machine 4:17 pm

UnsuccessfulAnswer Machine 5:25 pm

Unsuccessful 8:10 pm

Historic Dialing Historic Call Results Contact Availability

4

IVR

Dialler

SMS NO… You never contact me or call me back

NO… Do you read these replies

Wrong Channel for Live Agent Engagement?Limited or No Reactive Contact StrategyLost customer, Lost Opportunity, Lost Revenue

If only they would contact me via my mobile

Multi-channel Disparate Systems?

Email

Next Generation Breakthrough - INsight

Improve Customer Experience • Unified cross-channel

communications platform

• Preserve conversations across touchpoints

• Optimize interactions with personal data

• Harness the power of the mobile phone

• Leverage customer preferences

• Maintain compliance

5

AVM

EMAIL

WEB

VOICE

TEXT

INSIGHT

POST

Telsolutions INsight Platform

7

Enterprise Management

Integration to Telsolutions EngageMulti-Channel Communications Platform

Contact Modeling Contact Management

Subscription/Event Management

HistoricalReporting

Agent PortalAPIWeb Interface

Secu

rity

and

Com

plia

nce

Telsolutions Insight Platform

Contact Center

ClientData

Business Applications

Line ofBusiness

Clie

nts

8

Communications Platforms

TelsolutionsEngage

TelsolutionsINsight

Telsolutions Engageis a cloud-based, interactive, cross-channel

communications platform, supporting: voice, dialler, SMS, email, and web

Telsolutions INsightis a dynamic preference management platform

which enables intelligent communications. It tracks and manages stated preferences,

observed behaviour, and customer profile data

Filtering for automation

9

Dialog Engine Agent Text Portals

Telsolutions Engage Platform provides the tools needed to take full advantage of the rapidly growing mobile

messaging channel. Automate wherever possible and equip agents for maximum efficiency.

• Self-service inreal-time via text

messaging

• Personalization

• Enhanced keyword search

• Authentication and RPC

• Event Driven

• Non compliant actionspassed to agents

• Real-time visibility to text messages and history

• Manual text conversations

• Management visibility

10

Postage to ePost – Mail Replacement

Mobile WebForm Letter replacement

11

Letter issuing - ePost

Mobile WebForm Letter replacement

- Unlike a mailed letter, the customer activity is tracked and linked to event driven follow on activities.- Multiple options for immediate action

are available to the customer.- Full audit trail of interactions are

available.

12

Text to Pay

Data from client includes enrolled and not enrolled

customers.

Payment Processor

Your payment to PVDCC is due, to pay by text reply with your DOB in the format DDMMYY

13

Engagement Surveys – Enhance Recoveries

Simple CSAT Survey for customer feedback automatically.

14

Contact Details

Rob KellySales Director

e: Rob.Kelly@telsolutions.co.ukt: 01279 456 678 @collectionnow Rob Kelly

TEXT CCRI

0779 780 5375Example SMS/Web

*Links valid for CCRI only