Use the most economical means first

[PrisilaED]

Digital contact methods are usually faster and more scalable than methods that require people , so many organizations combine the use of digital methods to ensure contact with their entire portfolio and also for contact on special occasions such as: cut-off day, service suspension day, portfolio assignment day (in the case of agencies), fortnightly pay, end of month, known payment date of the client, bonuses, profit sharing.

The ideal is to combine the speed and execution capacity of automatic job function email database means such as SMS, email and blaster calls , with the human touch when the debtor client requires it. For example, sending an SMS that has a telephone number that people can call , a WhatsApp number for customer service , a link to make the payment or negotiation on a landing page or the ability to interact via the same SMS ( SMS chat or conversational SMS ). The same can be done in email, including a button to continue the conversation via WhatsApp or SMS chat or a button to request a call (call-back).



In the case of blaster calls , the best practice is to add an option so that the person receiving the call can contact the contact center by simply pressing a number . This is called a " blaster with transfer ." Example: "We are calling you from Auronix because you have a debt of $5,000 pesos. If you want to speak to an executive, please dial 0 now. Or call us at 5544380001 during office hours." By dialing 0, the system automatically links the customer to the contact center, taking advantage of the fact that the customer is already online . This usually increases the bounce rate of calls in a collection campaign by more than 30% .