DOW Networks understands that for call centers in the collections industry, the objectives are to maximize their debtor contact rates, provide their agents and clients with immediate access to data, and at the same time ensure compliance with FCC, FTC and FDCPA (Fair Debt Collection Practices Act) regulations. The DOW Networks predictive dialing solution can help call centers achieve this balancing act more efficiently and effectively.
Advanced call recycling and productivity features enable call centers to achieve more promises-to-pay and collections. It has been estimated that by employing predictive dialing, collection teams can increase productivity 200 to 400 percent over manual dialing.
The DOW Networks predictive dialer solution can seamlessly blend inbound and outbound calls so as to maximize agent productivity and eliminate the need for maintaining two separate inbound and outbound agent groups. The DOW Networks predictive dialer provides:
- Agent call back - agents can schedule call backs as required. The call backs can be routed to a specific agent or group of agents.
- Automated dialing/messaging - the ability to play a recorded message when an answering machine is detected.
- Outbound skills-based routing - priority is given to agents according to proficiency levels or other criteria.
- Real time record update - records are updated immediately so debtors are not contacted inappropriately.
- Unified or blended inbound and outbound solution - allows your call center to maximize efficiency and agent productivity while allowing your team to manage the collections process.
- Call recycling - allows call centers to recycle customer numbers so that multiple attempts can be made to reach customers should there be an unanswered call in prior attempts.
- Accessibility - multiple methods of contact beside voice to include chat, web, text, callback, email et al.
Because the DOW Networks predictive dialer is based on Asterisk Voice over IP technology, it can provide other call center functionality typically associated with ACD (automated call distribution) and IVR (interactive voice response) features of IP-based PBXs such as:
- Real-time and remote monitoring of calls
- Agent coaching via "whisper" or chat
- Scripting
- Call recording and look up
- Graphical user interface (GUI)
- Customizable agent screen pops
- Web call-backs
- Real-time statistics
- Historical reports
