CCA is now releasing a
series of ‘self-help’ software products that we have recently launched for use in consumer cards and loans collections
units.
We reported in the “Highlights from City Consulting
Associates” circulated to the industry last year that many EU collections units are still severely ‘underinvested’ and therefore underperform, to the detriment of NPA, profitability, customer
experience and shareholder value. Cure rates may be as much as 12-15% below what they should be. Happily, most collections
units now understand the issues involved and are working to raise their game in terms of the CCA ‘Staircase’ of skills, investment and achievement. But when progress is dictated by a low budget or by internal IT limitations,
it may be painfully slow.
The three newly released
CCA products move you further up the Staircase with only minor investment cost. They are quick to install and do not require an IT project.
At which level of the
Staircase are the three products aimed?
Ø For units at almost any step on the Staircase - CCA’s Agent Management Software – a ‘must-have’ for
all supervisors and team leaders.
§ Answers almost all the questions you will
raise about Inbound and Outbound telephony performance, at agent, team, time-of-day, and strategy / cycle level
§ Available ‘off the shelf’ or tailored
to your own agent assessment methods.
Ø For units at step 5 or above
- CCA’s Dialler Management ‘Software Plus’
§ Software and programme help you drive up your
Accounts Worked Effectively (i.e. with good successful contact in the standard 5-10 day window) by 15-25%
§ The
software answers questions like “what if I spin the
dialler 2.4 times not 1.9 times?” - and also increase my calling rate and radically change my shift pattern?
§ Establishes regular
meaningful weekly targets and analysis.
Note - Mini-DMS was made available
free on CCA's download website from August 29th 2007. Just click on the CCA Downloads tab on this site.
Ø For units at step 7 or above - CCA’s Collections Management Software
§ After eight years of successful use by our
own consultants, now packaged for you to use on your own PC, laptop or PDA
§ At any point in the day, in any meeting, for
any of your products, you are quickly able to answer ‘what if’ questions such as:
§ What if I change my strategies to do more
calling earlier on Risk Group A accounts? Or only accept PTPs in the first 30 days?
§ What if I lose 25% of normal hours over the
summer period?
§ An option – the system can also report
and display your unit’s current monthly performance data using CCA’s Manager ©Head Up Display mode, with detailed
supporting work-rate and efficiency analyses.
