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Utilizing Outbound WFM Technologies in Collections Environments
Companies are building technology into the contact center that has the potential to give managers both an incredible advantage and a huge headache. Managing the complexity of contact centers with inbound and outbound calls, email, instant messaging, presence and multisite environments necessitates a powerful integrated tool. How that tools works with existing technology investments will determine the level of success achieved.
Workforce management technologies provide in-depth strategic planning tools that ensure you have the right agents with the right skills at the right time. These tools optimize contact center workforce performance with core functionality that accurately forecasts contact data, creates efficient agent schedules, and tracks the staffing performance of inbound, blended and outbound staffing resources. In the inbound contact center environment, workforce management is commonly utilized application.
But today, a good workforce management tool that also supports outbound and blended contact centers is becoming more necessary as the credit crunch dictates that we increase the optimization of collection resources. communications even beyond the contact center). For the collections industry, the outbound scheduling functionality will maximixe collector effectiveness by forecasting the call volume and assigning the right number of collectors to maximize reach and efficiency. Allowing faster responsiveness to the ever changing account volumes due to the volatile economy.
Going a step further, reporting dashboards based on contact center analytics are growing as common features in workforce management solutions, providing users a visually easier way to see what is happening with agents and service levels based on various key performance indicators (e.g. promise to pay rates, promise to pay kept percetages, etc.).
Using real time dashboards allows managers to get an actual feel of collections effectiveness and customer issues as they appear. Outbound and blended workforce management also allows companies to embrace outsourcing without sacrificing visibility, quality, efficiency or customer satisfaction by automating the exchange of data between the outsourcers and their client companies and giving visibility to both internal and external activity.
Having helped manage the collections practice
for the third largest financial institution in
the United States, Allyson Boudousquie brings
a practical perspective to her role as director
of business process marketing for collections at
Aspect Software.
As a subject matter expert on the collections process,
Allyson is responsible for understanding the needs of
the market, identifying drivers and trends for future
growth and applying this insight to help create
value-added products for Aspect customers focusing
on the collections process. Before joining Aspect,
Allyson served as an officer for NationsBank. Among
the projects she managed while at NationsBank included:
creating and implementing the analysis of outbound
predictive dialer strategies and daily operations for
the collections departments, collections of delinquent
credit card accounts and developing and coaching staff
supervisors and associates on the collections process,
as well as design and implementation of automated fraud
detection solution for credit card security area.
