Outbound Call Center Featured Article

Inova Solutions Help Collections Call Centers Manage Influx

September 23, 2008

While nearly everyone in the U.S is feeling the slowdown of the economy, one area that seems to be booming is that of the collections call center. These centers are busier than ever as the free flow of money is slowing and Americans are finding it harder to pay their bills, more and more companies are turning to collections agencies.
 
While this growth is good, these call centers can struggle to manage the influx. According to Inova Solutions, a global provider of real-time visual communications for contact centers, it is possible to manage this volatility, but it must be done carefully. 
 
“Once business gets busier, call centers call us,” explained Inova’s President & CEO Tom Hubbard, in a Tuesday statement. “Right now, outbound contact centers are faced with an extreme increase in business, which requires quickly hiring, training and retaining agents, one of the toughest parts of running a call center.  Real-time operational awareness is the best way to manage a volatile market.”

Last weeks’ Avaya (News - Alert) Predictive Dialer User Group Training Summit and Vendor Expo in Las Vegas found Inova Solutions showcasing its real-time reporting solutions for collections agencies and other outbound call centers that are designed to integrate with Avaya Predictive Dialing System (PDS), as well as most other call center data sources. Such integration allows managers to access vital operational data from sales and financial databases.

“Outbound call centers are highly dynamic environments. Real-time information can make the difference between successful calling campaigns and wasted resources,” said Alex Demczak, AVAYA PDS User Group committee member and General Manager of MUG Enterprise, in the Tuesday statement.
 
“If managers and agents are aware of key metrics – such as the ratio of amounts collected against promises, the number of calls dialed and right party contacts – they can make operational changes to the dialer to ensure goal achievement.”

According to Inova, key metrics are actionable only when easily accessible and updated in real-time. For larger contact centers, LED displays are the best way to communicate vital information instantly. This productivity-enhancing technology can be affordable with the Inova OnTrack call center reader board.

The OnTrack is available in a variety of models and the call center can use Power over Ethernet to power the reader board. Such networked devices are in high demand as they can be managed centrally, are easy to install and maintain, and are extremely energy efficient.

The company also offers advanced software wallboards that can be used to present pre-saved and ad-hoc messages along with real-time data from Avaya PDS and other data sources. Managers can then establish actionable alerts and thresholds to make analyzing calling campaigns dynamically and real-time possible.

Communication within the call center is essential to its overall success and this information has to be communicated in real-time, or it is nearly useless. Inova is providing solutions to address this challenge, providing added value for the dynamic call center.


INTERNET TELEPHONY Conference & EXPO West 2008 — the biggest and most comprehensive IP communications event of the year — concluded Thursday in Los Angeles, California. Thousands of attendees flocked to the event for three valuable days of exhibits, conferences and networking opportunities. Mark your calendar now for ITEXPO East 2009, February 2-4, 2009, in sunny Miami, Florida.
 
Read archived editions of Show Daily eNewsletters from ITEXPO (News - Alert) West 2008 here. See you in February!
 

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.

Edited by Stefania Viscusi

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