Four Actions Before Hitting the Call Center Floor
Featuring Bill Andrews, ALI Solutions
Webinar Overview:
The most valuable asset of your call center operation is your people – the contact center staff who talks to your customers every day. They generate the sale, collect the past due payment and resolve the customer issue. It is imperative that you ensure your staff is fully equipped for success – fully productive for every call and with each customer.
But, the road to productivity has plenty of pitfalls. You need to be prepared, and you need to prepare your agents and your calling lists in the best ways possible. Some of the most important preparation occurs in the hours leading up to each and every calling day, before you bring your calling records down to the floor.
This webinar will detail the four principles of productivity before the call and how to best adhere to each.
Making Bank Regulations Work for You
Featuring Bill Andrews and Dave Smith, ALI Solutions
Webinar Overview:
According to the FCC, there are nearly twice as many cell phones as landlines in the U.S. today, and regulation and legislation regarding calls to cell phones make it harder to reach people without a landline. Compounded by the CARD Act of 2009 restrictions on changing interest rates and payment terms, maintaining a profitable collection strategy becomes increasing challenging.
Primary topics include:
- Best practices to effectively manage campaigns that adhere to the TCPA regulations regarding call limitations on cell phones.
- Balancing the legislative limitations defined by the Credit CARD Act of 2009 with collections practices.
- Using regulations to your advantage when balancing contact quantity and frequency with your company’s revenue and right party contact metrics all the while using the same resources you have always had.
Beyond One-Dimensional Outreach
Featuring Bill Andrews, ALI Solutions
Webinar Overview:
Reaching a customer at the right time, through the most profitable channel that results in a right party contact is the key to every successful campaign. Doing this programmatically for each consumer is the key to efficient execution.
Primary topics include:
- The opportunities, as well as the risks and limitations, when reaching out to customers via their preferred channel – landline, cell, text messaging, email and the web.
- Using collection operations as part of your marketing efforts to proactively reach out to customers.
- Using action scores to develop the most efficient and profitable call strategy.
The Next Best Practice in Outbound: Taking Outbound Operations to the Next
Level
Presented by Cisco and Austin Logistics
Webinar Overview:
Is regulatory and policy compliance negatively affecting your outbound operation center? Does your outbound solution help you address everyday concerns such as operational efficiency, customer loyalty, and retention? These are just a few critical business challenges that are top of mind for every outbound contact center. Contact center managers, including dialer administrators, are expected to manage these challenges and complexity while still achieving various goals. Having an advanced campaign management strategy is more important than ever.
Take your outbound operations to the next level. With a robust outbound contact management solution that automates campaigns and simplifies strategy implementation, your contact center will achieve new levels of efficiency and deliver faster return on investment. The overall solution uses the enterprise-level scalability and routing of the Cisco Unified Contact Center Enterprise platform.
Download our Web Seminar to learn about best practices used to transform contact centers, eliminating conditions causing dialing inefficiencies.
Primary topics include:
- Automating campaign implementation
- Managing real-time intraday disruptions
- Balancing and sharing campaigns across agents and dialers
- Easily deploying multiple custom contact strategies
- Helping ensure compliance and policy management
Learn how to maximize your outbound dialing operations by downloading our complimentary Web seminar.
New Year, New You. Collections Best Practices for 2008 ResultsFeaturing Patti Dunn, President, THE EDGE Consulting
Webinar Overview:
The countdown has ended, but the New Year has just begun. With a new year comes new challenges. Are you prepared for what 2008 has in store?
It's all over the news ... recent economic conditions have caused a consumer credit crisis. Delinquencies are rising. Plus, it is getting harder and harder to reach delinquent customers. What once was a hard job continues to get harder.
Keep collecting. We can help.
Join Patti Dunn, President of THE EDGE Consulting and Austin Logistics and discover proven collections best practices to gain results in 2008.
With over 25 years of professional experience in the credit and collections field, Patti will take an expert look at current and rising industry and operational challenges causing friction in collections environments. More importantly, this webinar will disclose operational opportunities available to address these challenges.
Download this webinar and discover best practices that will take your collections operations to the next level. Learn the steps you can take for results in 2008.
About Patti Dunn
Patti Dunn has 25+ years of professional experience in the credit and collections field. In her position with Fingerhut as Director of Collections and Recovery and Vice President of Operations for Axsys National Bank, she was responsible for all collection and recovery activities for the $2 billion portfolio including operating multiple call centers with 850+ employees, developing early out and outsource programs, risk management, as well as managing a large collection agency/law firm network. Bad debt recovery responsibilities included design of all segmentation strategies, audit processes and performance reporting on an active inventory of $1.4 billion.
During her tenure with Fingerhut, she was one of the first in the industry to develop bad debt recovery strategies utilizing internally developed behavioral scoring models that resulted in a significant increase in net recoveries. She also introduced new call center technologies such as best time to call software to improve productivity.
Make Every Call Count: Best Practices for Increased Right-Party ContactsFeaturing
Mike Schultheis, Outbound Communication Manager,
BMW Financial Services
Webinar Overview:
It is no secret. Right-party contacts drive increased success in outbound contact centers. But it's a constant challenge to improve on right-party connects. Often, a company's RPC strategy is to increase the intensity of calls and the penetration of call lists. As you know all too well, this method can be very costly, and often doesn't deliver the desired results.
Take a more effective approach to increasing right-party contacts. Download this webinar and discover how forward thinking contact centers are turning to the power of predictive analytics to make more right-party connects and to gain a competitive advantage. Hear firsthand the steps that BMW Financial Services is taking to increase their outbound success.
Don't miss out.
Target More, Collect More. The Importance of Customer-Level Treatment.
Webinar Overview:
All customers are NOT the same. In today's competitive collections environment, segment-level decisioning no longer cuts it. Different customers respond to different treatments.
Improve your treatment targeting and collect more dollars. Make the most out of every customer contact by taking the most profitable route. Learn how customer-level treatments will improve your collections strategies, improving profitability while optimizing your operations and resources.
Get better collections results with Collections Treatment Optimization. Learn how, download today.
It's Your Call ... Are You in Compliance?
Webinar Overview:
Regulatory compliance in an outbound contact center is serious business. There is no room for error. It's up to you to make sure that your organization is compliant. This can be tough.
Stay on top of the latest trends. Discover the steps that forward-thinking contact centers are taking to ensure compliance. Download this webinar and learn best practices your organization can take to reduce compliance risk and gain operational efficiency.
It's your call, make sure it is compliant.
Best Practices in Pre-Agent Call RoutingWebinar Overview:
In today's highly competitive marketplace, it is important for customer service contact centers to keep the focus on the customer experience. At the same time, there is a big push for increased profitability. The secret to success is to keep your customers happy while maximizing their profitability. But how?
Download this webinar and learn how pre-agent call routing is changing the future of customer service contact centers and driving increased profitability. Join us as we take a look at proven best practices being taken to maximize cross-sell/up-sell, customer satisfaction, and retention in the customer service contact center.
Account Level Marketing for Increased Retention and Profitability
Webinar Overview:
Successful customer retention isn't just about keeping your customers; it is also about maintaining them profitably. Traditionally, marketing systems have tried to address retention offers through general response scores and segmentation rules. In today's environment, where you have numerous potential offers as well as complex business policies and constraints, response scores and rules don't scale for the most profitable decisions.
Download this webinar and discover the steps that marketers are taking to identify the most profitable retention offers. Learn how to maximize your marketing dollars by identifying and applying targeted treatments at the account level. Explore ways that you can stay ahead of your competition and optimize the results of your marketing efforts for increased profitability.
Reality Behind the Myth: How Champion/Challenger Testing is Driving Increased Collections Effectiveness
Webinar Overview:
Fiction: Champion/Challenger testing is very complicated and not worth the effort.
Fact: Champion/Challenger testing can drive increased campaign effectiveness and agent productivity in your contact center and there are ways to make testing feasible.
Don't fall into the trap of thinking Champion/Challenger testing is unreliable, intrusive to dialing operations and a burden on agent efficiency.
Download this webinar and say goodbye to the many unproductive hours you've spent preparing and implementing Champion/Challenger tests that deliver unreliable and biased results. Learn how innovative companies are improving their dialing strategies by implementing Champion/Challenger testing in their collection contact centers-without risking operations.
Join Astrid Rial, President, Arial International and author of the management report Best Practice in Consumer Collections, and Tom Evans, Product Manager, Austin Logistics as they reveal some of the most sought after best practices in Champion/Challenger testing that many of the top financial services companies implement for outstanding results.
Listen to this webinar and learn how that Champion/Challenger testing can be used in your contact center to deliver accurate, un-biased results that will continue to drive increased campaign effectiveness.
The Changing Credit Landscape: Are Your Collection Strategies Up to Speed?
Webinar Overview:
The traditional methods of defining effective collection treatment strategies no longer keep pace with today's competitive dynamic marketplace. Behavior scores are not precise enough and segmentation rules are not scalable enough to solve the increasing complexity of today's collections challenges.
Download this webinar now, and learn how Action Analytics™ combined with the power of optimization and simulation can determine the best account level collection treatment that match with your business strategies-resulting in more dollars collected and a faster response to market changes.
Optimizing the Customer Experience: Credit Card Acquisition and Activation in the Contact Center
Webinar Overview:
Can you prioritize service in the contact center based upon the potential value of a prospect? While a customer is activating their credit card in self-service, can you route the high value calls into the call center when there is available agent capacity?
Download this webinar to learn about how our new technologies can rev up your current operations to address new challenges and opportunities. Explore innovative ways to optimize call center operations while generating additional revenue.
Predictive Dialer Best Practices for Consumer Collections Webinar Overview:
Join Astrid Rial, President and Founder of Arial International (www.arialinternational.com) and author of the book Best Practice in Consumer Collections, as she outlines international Best-of-Class strategies, productivity indicators, dialing parameters, optimal system functionality and supporting technology to optimize the performance of your dialer in consumer collections operations.
Don't miss out, download our recorded webinar now.
Time is Money! Automate and Centralize Dialer Operations for Maximum Efficiency Webinar Overview:
The manual intervention and decentralized operations of single and multi-dialer environments in the Outbound Call Center cost companies millions of dollars. The result is lack of operational efficiency, poor adherence to policy guidelines and regulatory compliance, and significant time to plan and implement strategic activities. Caught in the middle are call center managers who struggle to run campaigns flawlessly and agents relying on effective dialer operations to meet their individual goals.
But time is money. Learn how large financial services companies have turned their Outbound Call Center operations into models of efficiency. By automating and centralizing operations, these companies have virtually eliminated manual processes and solved the possibility of violating corporate policies and government regulations, taking back hours of efficient operations and giving call center mangers and call center managers the ability to better manage operations across individual, regional and national facilities.
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