Automation and Agent Efficiency
Doing More with Less in Credit & Collections

Digital engagement and automation are becoming established parts of credit and collections. The challenge for many businesses is now how to use them effectively: where automation can deliver the greatest value, how it should work alongside agents, and how to introduce it without adding complexity or compromising the customer experience.

Automation should be seen as an ally and with today’s technology automation can be introduced quickly and effectively, delivering value immediately.

In this 45-minute webinar, we’ll get to the heart of what automation really means in credit and collections and why “automating everything” is not the right approach. We’ll show how automation makes it simple and seamless to engage with customers, manage missed payments, restart ‘silent’ conversations, and cut I&E processes from 20 minutes down to 2 minutes.

Just as importantly, we’ll highlight how automation drives agent efficiency, freeing teams from repetitive tasks, helping them handle far more conversations per day, and allowing them to focus on the cases where their expertise and empathy matter most.

• Creating Frictionless Journeys & Avoiding the PitfallsCommon mistakes businesses make when rolling out automation and how to avoid degrading the customer experience.
• Blending Automation with AgentsWhere automation adds value, where human agents are essential, and how to design journeys that get the best from both.
• Manage campaigns with 80% less effortMove from a “many touch” campaign management style to “one touch” with smart auto-agents that can drill down into each individual conversation, track what’s happening, and engage based on the next best action.
• 24/7 Self-Service and ScalabilityWith round-the-clock service and automated processes, your collections operation becomes more responsive and collects payments when agents aren’t there.
• Success StoriesA look at a live customer before and after examples that will show how automation done right lets agents handle more than 300 daily conversations versus 40 or so via the telephone and dialler.

If you’re looking to understand where automation really fits in collections and how to get it right then this webinar is for you.