Omni-Channel Strategy Global Debt Collection Summit

This is the reality about Modern Communication https://m.youtube.com/watch?v=hY_vzOjdaI4

While the World is facing a communication channel revolution, LETTERS and PHONE CALLS are the main collection channels (Sometimes the only channels)

This is the letter most traditional collections channel When was the last time you checked you post mail box? How frequent do you do it? Do you read all mails you receive? Do you read them completely? Why do we trust so much in Post Mail? Is just a tradition?

Phone Calls are the King of channels Are they really effective? Do we really think customer is anxious to pick up the phone? How many calls do you miss in a day because you are doing other things? How many conversations you keep through phone per day? How many conversations do you have through phone chats?

Thinking just about Yesterday… How much did you do each of the following? GALLUP RESEARCH: http://www.gallup.com/poll/179288/new-era-communication-americans.aspx

However Texting messages are not among the Most Common ways to Communicate with Brands? According to Customer Think “Top 9 Call Center Trends for 2016” states that the mobile web it’s the preferable channel for 32% of the consumers But is this because Companies wants to force customers to communicate in the best way for corporations? Should we adapt ourselves to customer communication channel likes?

Phone chats have evident advantages that can leverage your efficiency? Reading Confirmation Cheap channel On-line Interaction Audio Attachments

“Insanity: doing the same thing over and over again and expecting different results.” – Albert Einstein New channels cannot be used as traditional ones Approach must be adapted to new times Huge number of new variables can be got from new channels that can improve startegy and scorecard models

Channel Integration in your Call Center will improve your Contact Penetration & Collections Efficiency

ALL channels That is OMNI-CHANNEL Strategy But to raise attention of customers we must use ALL channels https://m.youtube.com/watch?v=6_-xTxP1hD4 That is OMNI-CHANNEL Strategy