Unprecedented Debt Collection Capability.
PCXCom call centre systems have been specially developed for the ‘collections’ sector over a period of 16 years. Not surprisingly, PCXCom is therefore the system of choice for Collection Agencies, and hence and widely used by the sector to recover debt for a diverse number of corporate entities in the Banking, Finance, Telecommunications, Government and Utilities sectors. Moreover, PCXCom call centre systems efficiently manage all categories of debt; Purchased Debt, Contingent Debt and Accounts Receivables.
Moreover, the intuitive capability of the PCXCom OmniChannel platform provides collection agencies with the edge over rivals in an increasingly sophisticated and competitive marketplace.
The predictive dialler function continues to be the primary function to handle purchased debt; as it efficiently dials through ‘ledgers’ in compliance with the debt collection code. The fully integrated SMS component of the system is also used to improve efficiencies in retrieving debt. In a fully-blended environment, inbound calls can also be prioritised over outbound calls to attend call-backs from debtors wanting to settle debts. Automated payment gateways are also a cost efficient and effective means of recovering debt without need for human intervention.
PCXCom is ideal call centre technology to effectively manage the complexities of contingent debt. The OmniChannel platform not only optimises contact centre performance, it provides a means of executing business strategies and developing highly efficient business practices in compliance with the debt collection code. In other words, you can map your business processes with PCXCom technology in order to communicate with debtors in an integrated manner across multiple channels; and most importantly, provide meaningful information to management at all levels; whilst promoting best practice principles and continuous improvement.
Gain competitive advantage by engaging with debtors in the most relevant, timely and efficient means. The OmniChannel platform is an advanced call centre communications platform, that not only facilitates interactions with debtors across multiple channels – it does so in an intuitive and integrated manner. For instance, debtors can interact with agencies across; Voice, SMS, Email, Voice Broadcasting, Web-Chat, Click to Call, IVR, Payment Gateways, Fax, and Debtor Portals.
Moreover, the PCXCom OmniChannel has the capability to respond with relevance and immediacy – and in a more personalised fashion across the different debtor touch points. Importantly, customer mobility on various smart devices can also be taken into consideration in the communications strategy.
Enhance both skip tracing practices and compliance with PCXCom. Calls can be manually made via an agent desktop or IP Handset, whilst scripts and FAQ provide a consistent dialog. Importantly, there is a full audit trail of actions to track activities and outcomes, including PCI DSS compliant call recording. Credit card payments can also be made directly by agents via a desktop payment gateway.
Acknowledging that compliance with the ACCC & ASIC guidelines is business critical for collection agencies and for that matter, any organisation carrying out collections activities, the feature-set, and indeed flexibility of PCXCom call centre systems enables organisations to meet the immediate and inevitable changing requirements of the debt collection code.
The QA screen facilitates quality control of agent interaction with debtors; enabling Quality Control teams to screen random samples of calls to assess and score agent and group performance. Likewise, the ‘Post Call Survey’ function provides valuable feedback to the organisation from debtors.
Collections Software Integration
PCXCom call centre systems have been integrated with collections software such as; Wincollect, Debtcol, Collect!, Mercantile; and various other software that has developed in-house by our clients.
Functionality for Quality Collections
What appeals most about PCXCom systems is their reliability and agility to manage multiple campaigns in compliance with regulatory requirements. Key functions include;
- Predictive Dialler
- Inbound Call Management IVR & ACD
- Fully Blended Environments
- Call Recording & Monitoring
- Workforce Management (WFM)
- Payment Gateways
- Speech Recognition
- Collections Software Integration
- Right Time to Call
- OmniChannel Communications
- Integrated Messaging
- PCI DSS Compliance