PROPOSED
Technology
BENEFITS
Auto FTP Scheduler. All the data for the project would be picked up from
a specific folder in the customers system , uploaded to our FTP server
and downloaded to a specified folder in a local system. Naming
convention would be used for the folder generation which again would
be auto generated every day in the morning.
In the case of the DPR, the same process is followed.
Segregation \ Classification
Data quality
Develop the
sanitization tool.
Since business rules
re involved, we need
to develop it on our
own
Autoupload of
sanitized data as well
as the DPR to the
application. Need to
build this software
Sol ?????????
This helps in
confronting the
customer with the bad
quality of the data in
the beginning itself so
that the collection
targets are met at
month end
Allocation
Tele-Calling
Either use
AVAYA/GENESYS
readymade solution
or develop inhouse
system for dialers.
Would need expertise
in collections space
for development
This helps in
knowing at any point
of time the queue
length and time taken
for an individual case
EDP involvement
time obviated.
Either use
AVAYA/GENESYS
readymade solution
or develop inhouse
system for dialers.
Would need expertise
in collections space
for development
Increased
productivity and
quality of tele
calling .
Automatic popup and call back to customers for those cases where the
customer has asked to call back by a certain date
Workflow for the following needs to be available
Call cases based on availability and skillsets
Exceptions and its handling ( example is Statement not recd )
Workflow for complaints cases ( statements not received ). The
workflow to be integrated to outlook mail to send a standard mail to the
customer for sending the duplicate statement to the end customer.
Otherwise download the statement of the end customer by having access
to the customers database and arranging for the statement sending
Key Performance Indicators KPIs
Some KPIs:
Customer Satisfaction
Avg cust satisfaction with call Post call survey
Avg cust satisfaction at case closure Survey
Calls
Total volume by service by location by agent
Service level by service by location by agent
Avg call length by service by location by agent
Calls handled by cases in queue by service by location by agent
Avg calls per agent by service by location
Top 10 customer calls by service by location by agent
Penetration rate - Used to measure the effectiveness of calling efforts on
available calling list
Connect rate - Used to measure the effectiveness of calling efforts against
available account lists
Right party contact rate - collector has spoken to the Customer,
Guarantor, Spouse, Attorney, Co-Borrower
Promise to pay rate - Used to measure the effectiveness of calling efforts
on accounts called
Promise to pay kept rate - Used to measure the effectiveness of calling
efforts on accounts called
Cases
# open and closed by service by location by agent
# outstanding by service by location by agent
Avg handle time by service by location by agent
Avg cases outstanding by service by location by agent
No of cases outstanding by month end by service by location by agent
Utilization
Avg talk time to Idle time
Breakdown of idle time activities
Activity tracking for agents
Performance Metrics
Money Collected per Hour
Roll / Flow Rates
PTP Kept %
Productivity Metrics
Connects per Agent Hour
Contacts per Agent Hour
Right Party Contact per Agent Hour
# Promises per Agent Hour
List Penetration Rate
Agent Metrics
Dials per agent Hour
Connects per agent hour
Promises per agent hour
Talk time per call, wrap up time per call, agent turnover.
Field work
Allotment areawise, valuewise
Ee PC solution once
validated live in the
AVCV Project, can
be used for
collections also
Lockbox
Data processing
4. Many people might not have internet facility. For those with internet
facility, we can send them by mail thereby saving costs on FOS. For
those without internet facility, SOL ????
To explore the possibility for the solution where the payments can be
banked in a nearby branch of the bank in a Lockbox like solution. This
solution need to be meet two requirements. How will the end customer
get credit for the collections and what would be the control over the
collections.
Since the electronic receipt is signed by the customer and payments
banked against that, the reconciliation would throw out any anomalies
Control over the collections can be handed using the receipt book given
to the field collector. Every week, once, every field collector need to
come to the Hub for payment collection reconciliation
Receipt of DPR from customer
After the data is downloaded, the system should automatically update the
status of the customer due .. After the status of the end customer changes
to paid, it should not be available for calling
Tele-calling for bounced cases
The due status of the customer should be changed to open for calling
status automatically by the system when the cheque bounce cases appears
in the DPR nd gets uploaded to the system.
The data entry need to be automated.
Option 1 The system should have a payments menu wherein when the
system is updated with the collections, the same updates the main page of
the customer . Also the status changes to paid automatically
Option 2 When the collections are banked through lockbox, the bank
statement from the designated banks need to be downloaded every day
and the system need to be updated with the collections banked details
automatically.
MIS reporting
Customer
Receipt of Data
Segregation\Classification
Allocation
Tele-Calling
Field work
of work
Client
New system
Payment collections
Payment Deposit
Data processing
MIS reporting
Customer