FlexCollect® Agent: Maximizing Agent Effectiveness
FlexCollect Agent provides agents with a full view of the customer dialogue using an intuitive, browser based desktop that eliminates the endless screen-hopping that agents must perform in legacy agent desktop applications. By understanding all of the offers, treatments, and communications a customer has received, the agent can engage quicker and more effectively with a customer. By accessing individualized payment programs strategized for that debtor based on the dialogue to date (including potentially the fresh information captured during this call), agents are able to capture higher payments than with one-size-fits-all limits and manual, judgmental negotiating guidelines.
FlexCollect Agent increases agent productivity by 20 percent or more, and significantly boosts yields by allowing collections organizations to:
- Enforce the exact offer for each customer as determined by the strategy engine, eliminating manual, judgmental agent offers
- Prioritize and monitor calling efforts based on strategies via complete Work/Queue management
- Provide agents with a full view of the customer dialogue via an intuitive user interface
- Automate delivery of real-time alerts and notifications based on customer activity/inactivity or other criteria in a strategy, freeing agent time
- Reduce wasted calls to customers that have taken action or indicated willingness to interact using another lower-cost channel
- Give strategists visibility of the full collections dialogue, so they can see agent effectiveness while optimizing calling queues, offers, and treatments accordingly
FlexCollect Agent harnesses all of the FlexCollect core service components, including FlexStationSM, FlexSiteSM, FlexCenterSM, FlexConnectSM and FlexPortSM.