1. Omni-Channel Strategy
Global Debt Collection Summit

2. This is the reality about Modern Communication

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

4. 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?

5. 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?

6. Thinking just about Yesterday… How much did you do each of the following?
GALLUP RESEARCH:

7. 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?

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

9. “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

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

11. ALL channels That is OMNI-CHANNEL Strategy
But to raise attention of customers we must use
ALL channels
That is OMNI-CHANNEL Strategy