The collecting industry has changed dramatically in today’s world. Landline contactability techniques have been phased out, states have enacted debtor abuse laws, and legacy systems are having difficulty adapting to the new environment. Without a question, the industry’s strategies must be modernized, and intelligence must be integrated into the process. Companies must develop an adaptable contactability framework to address all these pressing trends.
Making multiple calls to debtors to remind them of their obligations is a high-volume human resource intensive process that collection companies have used in many countries around the world over the last decade.
Three factors, however, will drastically alter collection processes in this decade with the help of telecommunications:
- Communication has moved away from landlines towards a combination of text and voice interfaces delivered through multiple channels (landline and cell phones, WhatsApp, SMS, Telegram, Facebook Messenger, etc.).
- Users have developed a culture of avoiding interruptions, which explains why they respond to fewer calls and block numbers and users from messaging channels.
- States have passed stricter legislation to reduce debtor harassment.
As a result of these three factors, there has been a significant shift in industry practices, with the potential to improve both the working method and the efficiency of contactability. Legacy contactability platforms, such as Genesys or Avaya, which are used by the majority of the world’s call centers, have limited capacity to respond to this challenge because they were designed for voice calls on fixed platforms and have limitations in adapting to new channels of communication or new legislation.
Stricter legislation aimed at reducing debtor harassment, which was recently enacted in Chile, has been one of the most recent challenges in the industry.
The law aims to protect the delinquent debtors from aggressive extrajudicial collection tactics by limiting the number and type of maximum contacts permitted by the creditor (or the companies to which collection responsibility has been delegated). The law stipulates that the creditor may contact the debtor no more than once per week in person or by phone, with two additional reminders sent via text channels such as instant messaging, SMS, or electronic mail.
For the industry, the only way to successfully respond to this challenge is to modernize its strategies and incorporate intelligence into the process, based on the optimization of fully integrated omnichannel platforms.
The Alloxentric Xentric platform is a step in the right direction. It began as an integrated omnichannel platform that synchronizes the actions of voice, text, and human agent bots to develop contactability solutions for any scenario. To determine the best combination of channel and message while ensuring legal compliance, Alloxentric can provide services such as information analysis, centralized contact registration, cost-effective pre-qualification calls, and more. The integrated Alloxentric platform enables you to combine messages with agent involvement, streamline the process and increase debtor collection.
If you’d like to learn more about Alloxentric and how the artificial intelligence-based contactability platform can help your company, please contact us for more information on omnichannel collection strategies.