multi-channel automated collections...extensive, multi-channel, inbound and outbound alerting...
TRANSCRIPT
MULTI-CHANNELAUTOMATEDCOLLECTIONS P R OV IDE CUS T OMERS W I T H IMMEDI AT E PAY MEN T OP T IONS A ND SECUR E P R OMISE S-T O -PAY
In a perfect world, your customers would pay their
bills on time. But in reality, payment reminders and
convenient payment options are often required.
CSG Automated Collections solutions can help.
This cloud-based, interactive solution delivers
extensive, multi-channel, inbound and outbound
alerting capabilities, saving you up to 70 percent
over the cost of agent-led collections.
An automated, interactive means of contacting
delinquent, high-risk, over-the-limit and charged-
off customers, our Automated Collections solutions
provide your customers with immediate payment
options and secure promises-to-pay. More people
are contacted and more payments are made within
the IVR, allowing collection agents to be reassigned
to higher value functions, such as later-stage
delinquencies. Whether used for cost reduction or
for emergency purposes when hiring additional staff
is not feasible, CSG Automated Collections secures
results.
BENEFITS
Improved collection rate over agent calling
Immediate self-service payment channels
Integrated multi-channel message delivery
combining inbound/outbound interactive voice,
SMS/text messaging, print, email and fax
Multi-channel message delivery ensures your
message is received and your customer can
respond at a convenient time
Advanced Answering Machine detection increases
right party contacts over traditional dialers/live
agents and ensures appropriate message delivery
Secure interface with customer management
systems for real-time or batch updates
Optional agent transfers provisioned with
Computer Telephony Interface (CTI) screen
pop or cost-effective “whisper greet,”
optimizing agent time
Campaign Manager allows clients to manage
application functionality and operation
Reports available via web and secured
interface to customer management systems
CSGI.COM © 2018 CSG SYSTEMS INTERNATIONAL, INC. AND/OR ITS AFFILIATES (“CSG”). ALL RIGHTS RESERVED.
MULTI-CHANNEL AUTOMATED COLLECTIONS | 2
SAMPLE CAPABILITIES
Right Party Contact
Secure Payment IVR
Promise-to-Pay
Payment Gateway
Check Verif ication & Recovery
Web-based, Self-cure Settlements
Advanced Reporting & Analytics
PROBLEM
A major North American telecommunications provider
needed to expand the reach and frequency of
collections activity without adding contact center head
count or additional budget. Requirements included
specific cost savings goals, as well as driving a target
percentage of collections without agent intervention.
CSG responded with Automated Collections, already
in use by major consumer lenders.
SOLUTION
Multiple payment options
Complete automated transaction cycle
to manage cost-per-contact
Agent transfer for qualif ied right party
contacts requiring additional assistance
Single interface to back-end systems for job
data upload and returning call outcome reports
Campaign Manager for real-time “dashboard”
reports via web
Embedded Recording to capture full audit trail
RESULTS
Client moved 800,000 calls per month to
automation in f irst three months
Client met three-month f inancial goal of
$1,000,000 cost savings in the f irst 30 days
More than 10 percent of delinquencies were
resolved without agent intervention
Another 10 percent were transferred to agents
as qualif ied right party contacts, resulting in a
more eff icient collections campaign
Transaction cost decreased from $1.01 per
account before automation to $0.12 per account
40 percent lift in right party contacts
Embedded Recording was used for audit,
validation and quality management
ABOUT CSG CSG simplifies the complexity of business transformation in the digital age for the most respected communications,
media and entertainment service providers worldwide. With over 35 years of experience, CSG delivers revenue
management, customer experience and digital monetization solutions for every stage of the customer lifecycle.
The company is the trusted partner driving digital transformation for leading global brands, including Arrow, AT&T,
Bharti Airtel, Charter Communications, Comcast, DISH, Eastlink, iFlix, MTN, TalkTalk, Telefonica, Telstra and Verizon.
At CSG, we have one vision: f lexible, seamless, limitless communications, information and content services for
everyone. For more information, visit our website at csgi.com and follow us on LinkedIn, Twitter and Facebook.
CSGI.COM © 2018 CSG SYSTEMS INTERNATIONAL, INC. AND/OR ITS AFFILIATES (“CSG”). ALL RIGHTS RESERVED.
MULTI-CHANNEL AUTOMATED COLLECTIONS | 3