Currently, customer service is dominated by the concept of leveraging several channels with the aim of aligning customer communication. First, it was multichannel, later omnichannel, and now companies started to explore optichannel communication.
A new policy recently put forward by the US’s Consumer Financial Protection Bureau proposes allowing debt collectors in the US to only be able to call debtors up to seven times a week. I talked to Richard Blewis, Digital Debt Collections Manager at VCC Live, about this new regulation, as well as global trends currently dominating the debt collection industry.
These days our business environment is getting fiercer, with customers leaving businesses for the competition in the blink of an eye. As such, companies have no other choice but to go the extra mile in order to retain their customers and stay ahead of the competition. And measuring competitive call center benchmarks is definitely part of the deal.
Self-service is trending upwards in debt collections and now over 50% of customers prefer self-service and more than 20% look to resolve their debt out of hours. One thing is certain: digital debt collection helps increase collection rates and make your business more efficient while improving your ROI.
As these days business is powered by advanced technology solutions, choosing a reliable software solution is an essential and inevitable step for call centers. Choosing the right call center software can be a difficult job. But it doesn’t have to be.
Customer expectations have changed, and sales departments have had to change with them. Gone are the days when companies can focus their sales strategy solely on cold calls. And although calls are still an important part of any sales cycle, in our tech-dominated world your company also needs to rely on comprehensive sales software in order to reap success.
When it comes to sales, reaching the maximum amount of potential customers is vital for the success of any business. However, many call centers still rely on manual dialers, with call center agents having to dial numbers themselves.