Our voiceREACH service is extensively used in the management of accounts receivables as it provides a host of benefits to companies with large numbers of customers. An essential consideration when planning a voiceREACH accounts receivables campaign is - how many call backs and transfers can your office handle at any time?
What is call pacing?
voiceREACH has the ability to pace the delivery of outbound calls. Let's say you want to contact 2000 customers who are overdue on their payments. Whilst voiceREACH can deliver all 2000 calls in a matter of minutes, this often isn't the best approach (I'll explain why later).
Therefore, the voiceREACH system has a feature called "call pacing" which enables you to set the number of dials per 30 minute block. If voiceREACH was set to deliver 300 calls per 30 mins, the system divide 300 by 30 and deliver exactly 10 calls per minute.
Why is call pacing essential?
There are two main ways the companies use voiceREACH in the area of accounts receivables:
- as a simple reminder to overdue customers; and
- to get the debtor to transfer to talk with their collections or accounts receivables staff.
Simple Reminder Calls
In the case where voiceREACH is simply being used to reminder customers that their payments are overdue, call pacing it not as crucial, but is still an important consideration. When 2000 customers are contacted by telephone, there are bound to be some who want to talk to your company, perhaps to dispute the invoice, or simply to clarify some details. That means the 2000 calls are going to result in a percentage of "call-backs" to your company, varying from immediately, to much later in the day or week.
Do you have the staff available to handle the volume of call-backs from your customers. The last thing you want when your overdue customers are calling to pay an invoices, is for them to have to wait on hold and possibly drop off the line in frustration.
Transfers
voiceREACH enables you send a voice broadcast call to your overdue customers which says something like this: "if you are <firstname> <lastname>, please press 0 now". If the correct person (known as right party connect) has answered the phone, and presses "0", then they are going to be transferred to talk with a representative of the company in order to discuss the overdue invoice.
Again, if 2000 calls are sent to debtors, a percentage of them are going to press "0" and be transferred to talk to an accounts receivables or collections staff member. This percentage varies from company to company, however is normally in the range of 25-50% of right party connections. That means that from 2000 calls, you an expect allot of transfers and need to have staff available to take these calls to ensure the customers aren't waiting on hold etc.
Therefore, setting the pace of your outbound calls via voiceREACH is essential to ensure that your staff aren't swamped with inbound transfers and call backs from customers all at once; and your customers will not have to wait on hold while waiting to talk with a representative of your company.
If you've got any questions, please don't hesitate to call us on 1300 557 330.
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