Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Improve Collections Performance with Call Recording - OrecX - ContactCenterWorld.com Blog

Improve Collections Performance with Call Recording

Collections agents have one of the toughest jobs out there, contacting people who are late on payments. The called party's reaction is typically unpleasant and it can certainly have an effect on the psyche of your agents and their future performance. According to IBISWorld's Dec. 2016 industry report titled "Debt Collections Agencies in the U.S.: Market Research Report", the collections industry has been on a steady -2.7% decline since 2011. The same report also states that nearly 43.5% of industry revenue comes from your staff.

What this all means is that there is an opportunity in your agency to boost performance and revenue. And this is where call recording software can help. 

By capturing best-practice calls by high performing agents, you give underperforming or newer agents a glimpse into how your top agents operate. Perhaps you have an agent who is great at keeping the conversation light and somewhat upbeat, or maybe one of your agents consistently has the highest collections rate. What is it about these agents that gets would-be payers to react favorably to their rhetoric? By recording their calls, you can not only find out but also share these interactions with other agents so they can see how it's done and emulate their behavior. 


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

It is one thing to role play with a new or underperforming agent. It is quite another to give them a direct window into the best of the best interactions and how they transpire verbatim. This is what call recording software can do for you, your collections agency and your staff.

According to Joseph Coll, Operations/Collections Manager of Bruch Law Offices (collections agency), "We (use call recording to) hold training meetings, and I have our collectors give me one good call and one bad one each week, so we can critique them as a group and come up with refined collections strategies.  Having these recordings has proven very helpful in this manner.”

What's more, compliance is also a constant concern in the collections business, especially with the many regulations on the books, such as Fair Debt Collections Practices Act, Telephone Consumer Protection Act, Do Not Call List, and so on. When an agent violates one of these regulations, a penalty must be paid, and you want to avoid these payouts at all costs. Call recording can help you uncover potential violations and work with those agents to correct future behavior.

Source: http://blog.orecx.com/blog/improve-collections-performance-with-call-recording

Publish Date: April 10, 2017


2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 



View more from OrecX

Recent Blog Posts:
Call Recording Insights from Steve KaiserJanuary 3, 2022
Recording VoIP Traffic via Port Mirroring SwitchOctober 27, 2021
10 Advantages of Cloud RecordingSeptember 28, 2021
VICIdial Open Source Call RecordingAugust 24, 2021
Call Recording for Comcast Business VoiceEdgeAugust 17, 2021
Can your Call Recorder do This?July 29, 2021
"Open" Audio CaptureJune 10, 2021
Importance of Tech-Agnostic Audio Capture for Complex, Multi-Site EnvironmentsApril 7, 2021
Audio Recording is all about Control - Are you in Control?March 29, 2021
Speech Analytics: Garbage in, Garbage OutJanuary 5, 2021

About us - in 60 seconds!

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The most important day of the year for the CC & CX industry in the world!

We are proud to announce the winners of The 2022 '17th Annual' Global Top Ranking Performers Awards, The World's Most Prestigious Awards in the industry! Read More...
 485 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =