Proactive IVR- Collections and why it works
You would think that talking to a human in a collections call would get better results than if a machine was assigned the same task.
If this approach was then combined with technology that could adapt to the callers response, then the excercise would be even more productive and collections would be higher yet. Even though an automated system can get better results than a human in this case, the technology still breaks down. Spoken's approach in adding humans to assist the technology when it has problems is part of a new trend in technology that blends humans with technology for completely different outcomes and applications.
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Telemarketing and Proactive IVR - -: "Soft collections are a high-value application for outbound alerts, because the technology is especially well suited for sensitive transactions. The recorded voice is non-threatening and factual -- and obviously, under no circumstances will it get into an argument with your customer.
Outbound alerts can make non-pay courtesy calls as well as more persistent ones. What's more, each call can include an option to discuss the matter with a live agent or make an immediate payment. The low cost makes it affordable for telemarketers to write more stringent collection rules for all accounts. And agents can focus their well-paid skills on actual collections, not courtesy calls."
If this approach was then combined with technology that could adapt to the callers response, then the excercise would be even more productive and collections would be higher yet. Even though an automated system can get better results than a human in this case, the technology still breaks down. Spoken's approach in adding humans to assist the technology when it has problems is part of a new trend in technology that blends humans with technology for completely different outcomes and applications.
