CASE STUDY : Simplifying Collection Services

Providing services for multiple products like credit cards, personal loans,
insurance, etc that arises from banking and financial sector generates
opportunities for implementing ERP and CRM solutions. Collecting payments is one
of the services, and the entire process demand automation and right management
so that it becomes convenient to carry out the entire task. To handle this
service, companies often move towards outsourced call centers.

Teckinfo, a Delhi-based company, grabbed the opportunity to provide CRM
application to one of the leading BPO units of a financial company. The client
of Teckinfo is a third party call center that provides collection services to
banks and telecommunication companies. The CRM application was branded as
Teckinfo InterDialog CCS.

Teckinfo is a solution providing company that delivers a combination of
solutions in the arena of software, consultancy and hardware. The company's core
area of focus includes software solutions for contact center along with
operation consultancy, business solutions on SMS, hardware integration, and
maintenance services.

"Collection is a very specialized activity. A personal rapport with customers
on a consistent basis should create a comfort zone in order to trace them and
recover dues. Lead assignment, maintaining history month after month, fixing the
lead priorities and mapping agents' productivity within a defined time frame is
a challenge. A lead not picked within stipulated time is lost forever. Unlike
cold calling or selected calling in the case of telesales activity, one cannot
ignore even a single lead as it is linked directly with revenue," shared Nalin
Mital, CEO, Teckinfo.

Mital further clarified that collection is a process where in the customer is
already in the network and any misunderstanding or agent/field staff misbehavior
or wrong commitment may not only lead to loss of a customer and revenue, but it
may lead to legal prosecution as well. "Handling such a task manually is not
only cumbersome but also prone to mistakes and inefficiency," averred Mital.

The process

This was achieved by customizing the application as under:

• Provision to create five levels of hierarchy and allocation of
  calling/collection area to telecallers/ field staff based on city, area, pin
  code, etc
• Lead assignment to various telecallers based on various lead attributes
  like POS, area, due date, category, etc.
• Lead redistribution among telecallers in case of absenteeism, attrition,
  poor performance etc
• Lead priority, setting for calling by supervisors, total 10 priorities can
  be set at any time
• Automatic PTP distribution to field staff based on area mapping. Load
  redistribution in case if large number of leads is assigned to a single person
  or in case of absenteeism, attrition, poor performance, etc
• Lead tracking based on field feedback and redistribution of non picked
  leads
• Maintenance of lead history based on unique customer account ID. System
  will maintain the previous months history as well
• Uploading of paid cases so that they are removed from calling
• Agent productivities monitoring
• Special provision of online script, product details, FAQs, etc at the
  click of a mouse
• Quality monitoring provisions on lead generation by listening
  online/offline voice recordings, data captured quality or online interaction
  with customers for feedback. Move back provision to verifier, TL or agent.

Amrita Tejasvi

amritat@cybermedia.co.in