Guaranteed Contacts — Debt Management

Guaranteed Contacts is an inbound/outbound contact management system designed with complete integration, to create a highly efficient method of contacting debtors.

Operating as an integrated add-on module to the Artiva, FACS, and Collect Savvy systems, the Guaranteed Contacts system is integrated with the system database and account workflow tools. The Guaranteed Contacts system is designed to maximize account representative productivity by relieving representatives of the dialing function, reducing “wait time,” and providing a continual flow of “live” contacts.

Guaranteed Contacts Benefits:

Seamless Integration

One of the highlights of the Guaranteed Contacts system is the seamless integration with the Artiva, FACS, and Collect Savvy systems. The need for file transfers or uploads and downloads is eliminated due to the use of one database. Your accounts will no longer get lost or delayed in overnight processing, incomplete or failed transfers, or rebuilding of files.

If any action is taken on an account that resides in a dialing campaign of numbers, the Guaranteed Contacts system automatically removes the account from that campaign. This eliminates potential for harassment from unneeded calls. Keeping management and account representatives in touch with production goals and results is achieved as all activity is online and real time. All Guaranteed Contacts system control is performed from the Artiva or FACS system menus.

The Guaranteed Contacts system offers the ability to have multiple directories in multiple locations served by a single dialer or to have multiple dialers served by a single directory, without any additional software applications. When an account representative’s process fails due to operator error or network failure, the GC High Availability software allows for automatic process restart, keeping productivity at its highest.

The Guaranteed Contacts system also provides the ability to change the dialer parameters that control least cost routing, campaign dialing and Call-by-Call Blending without restarting the dialer or rebuilding dialer pools.

Increase Productivity

Because of its seamless integration with the Artiva, FACS, and Collect Savvy systems, the Guaranteed Contacts system increases the contact rate while account representatives use account information screens. The system’s advanced algorithms filter non-live accounts and passes live accounts directly to the account representatives, significantly reducing the cost per contact, as contact rates often increase threefold.

Call-by-Call Blending gives account representatives the ability to continue outbound calling while managing inbound calling simultaneously. Utilizing Automatic Number Identification (ANI) you are able to route calls based on account ownership and perform automated account searches and screen pops on inbound calls.

The Guaranteed Contact system gives you the ability to dynamically record calls and attach the recording directly to the account record, enabling rapid retrieval. Also, historical recordings can be played back directly to the debtor.

Configuration of the Guaranteed Contacts system is flexible enough to adjust the pacing of each campaign for a wide variety of business needs, which can include the need to work accounts as fast as possible, but to never place a contact on hold or hang up on a contact. Through the seamless integration, the response time between the account screen actions and the dialer operations is exceptionally fast when compared to non-integrated dialing engines.

Enhance Management Control

The Guaranteed Contacts system allows managers to monitor their account representatives call activity by providing tools that include:

• The ability to evaluate staff production and efficiency either real-time or historically.
• The ability to analyze call statistics along side collection statistics using standard Artiva, FACS, and Collect Savvy reports.
• Campaign/Pool Linking can seamlessly migrate representatives from one campaign to another based on a wide variety of criterion, including campaign penetration or time of day.
• Having complete control over the system parameters and pool selection, maximizing account representative efficiency and productivity.
• Real-time monitoring of account representative performance through the use of the GC Command Center tool in a user friendly graphical format, including features such as; Chat (Coach), Listen, Barge-In, Commandeer, and Whisper during the account representative's live call.
• The ability to redirect projects seamlessly, regardless of which office or directory the projects reside. This is possible because every directory becomes the local directory, with full control over dialer functions through advanced tools such as campaign linking and drag and drop agent functionality in Artiva Manager.

Increase Efficiency

The Guaranteed Contacts system maximizes efficiency by automatically managing the mix of inbound/outbound calls, always giving precedence to inbound calls. The built-in ACD functionality provides for advanced inbound routing matching client specifications. The system is completely flexible in its account representative connections allowing direct T-1, ISDN or SIP based VoIP.

Dialed Number Identification Service (DNIS) enables you to route calls to the proper account representative group based on specific skill sets or client criteria. The Guaranteed Contacts system also has answering machine detection which immediately identifies operator intercepts or answering machines, and will pass the call to an operator, hang up or leave a recorded message on the answering machine.

The Guaranteed Contacts system’s outbound dialing modes include Predictive, Progressive preview and Unattended, enabling you to tailor your activity to your clients’ needs. The system’s pacing algorithm dynamically adjusts itself to minimize account representative wait time and consumers’ hold time. It also has the ability to operate from 1 to 600 dialing pools simultaneously, each with different pacing options.

The Guaranteed Contacts System’s inbound capabilities include user-defined skills based routing, inbound call center reporting as well as dynamic Service Level compliance tool. The service level compliance tool will allow your management team to ensure your inbound calls are being answered in compliance to your service standards. If the system predicts that calls will be on hold longer than the thresholds you have established, the system automatically adjusts the number of representatives that receive inbound calls.