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Collections: There’s So Much We Can Do for You! - Concentrix - ContactCenterWorld.com Blog

Collections: There’s So Much We Can Do for You!

By Balaji Vittal
Global Delivery Process Leader – Collections

Concentrix offers a comprehensive set of financial services that covers the entire range of your financial institution’s value chain. Let’s look at one aspect of our services—Collections—where we have touch points with the various stakeholders in your organization, as noted below, and explain what value our Collections services add for each of the stakeholders.

Risk Head. Ensures regulatory compliance, reputational risk, internal audit compliance, financial delivery.

Business Owner. Retains profitable customers on book (because delinquent customers are profitable), thus optimizing collections effectiveness.

Chief Financial Officer. Manages cost, efficiency and flexible models.

Collections Head. Ensures cost of operations, domain expertise, experience, platform availability, the service provider’s ability to scale up, service provider’s history of strong delivery.

Regulatory Compliance Head. Oversees regulatory compliance.

Service Quality Head. Manages customer experience, detecting wrong sale and customer satisfaction.

In other words, the Collections function does more than just collect. This is helpful to keep in mind when you’re considering a service provider to manage this area for you, and want this provider to truly partner with your organization. Furthermore, Concentrix can:

Reduce Delinquencies. We handle your credit risk process and reduce your roll rates, delinquencies and provisioning.

Flexible pricing models. We can serve you on a full-time equivalent basis or through a “skin-in-the-game” arrangement. In the true spirit of partnership, the latter uses outcome-based pricing in our contracts.

Ensure Risk & Controllership. This consists of IT security risk, contractual risk, operational risk (including FMEA at people, process and system levels), proactive fraud control units and regulatory/ compliance risk management.

Improving management of working capital. We collect revenue faster and more efficiently, reducing your inventory churn.

Improving customer experience. We deliver outstanding results on customer-facing metrics supported by advanced analytics.

Reducing cost of collections. We reduce your cost to collect each dollar by building scale and efficiencies.

We achieve this through the four-pillared Intelligent Collections Ecosystem (ICE) offering. It comprises:

People. The collective talent pool in the Collections Center of Excellence.

Process. Managing and delivering each step of the Collections process with well-defined key performance indicators.

Analytics. Propensity models, risk segmentation, social media analytics, analytics based tools like C2C and CRMC, voice analytics and analytics to support digital transformation initiatives.

Technology Assets. The collections platform with diverse and flexible capabilities.

We can partner with you in diverse ways, ranging from low customer engagement to high, depending on your need, as illustrated below:

Source: https://www.concentrix.com/collections-theres-so-much-we-can-do-for-you/

Publish Date: April 12, 2016 5:00 AM


2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 



View more from Concentrix

Recent Blog Posts:
A Good Start is Just the StartMay 25, 2016 5:00 AM
Improving the Customer JourneyMay 18, 2016 5:00 AM
Are you prepared for the direct booking push?May 17, 2016 5:00 AM
Collections: There’s So Much We Can Do for You!April 12, 2016 5:00 AM
The Future of Learning—The Young Are Restless!March 23, 2016 5:00 AM
Addressing the Challenges in Creating a Single Customer ViewMarch 16, 2016 5:00 AM
The Changing Landscape of Banking: Meet “The New Normal”February 17, 2016 5:00 AM
Voices Spoke To Me About Insurance Business TransformationFebruary 10, 2016 5:00 AM
Predictive analytics holds the key to anticipating your customer’s travel needsFebruary 3, 2016 5:00 AM
Concentrix Sweeps Netgear Summit in Hong KongFebruary 2, 2016 5:00 AM

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