Autocalling: a civilized method of informing debtors

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    We simply could not help but write this post today, when the issue of the ethics of the work of collectors is so vehemently debated on the news. Yes, many of them use completely medieval methods, but this does not mean that the collection service cannot be adequate, civilized and legal. For example, in many countries, collectors work successfully, avoiding “outrage”.
    Why is this topic close to us? The fact is that among our customers there are financial organizations that periodically need to remind their borrowers that "it is time to repay the debt." And they do this, not painting fences with paint, but simply launching smart calling to customer numbers.


    ZeOn and auto redial


    In fact, any modern PBX can automatically dial on a given list of numbers. To do this, a short message is recorded, call parameters are set and go! It’s just not in every system that you can configure this process so that it brings results and does not interfere with work.


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    Creating the engine of our virtual PBX, we have developed a truly flexible auto-dialing module that allows you to configure settings such as the number of simultaneous dialing, frequency of calls, hours of start and end of a call. Moreover, we recently developed an open API for our virtual PBX and have already talked about the possibility of connecting a CRM system. Through the same API, you can configure any auto-dialing patterns directly from business systems, but we'll talk about this later.


    When deploying a ZeOn PBX, we install the auto-dialer module on a separate server, which helps to avoid protocol clogging and confusion in reports, especially during debugging and configuration. But this is not necessary, since auto-dialing can be used as part of the main communication server and even together with the Hive cloud-based PBX , receiving both telephony and the possibility of calling in the form of a finished service.


    Figure 1. Dialing interface for dialing


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    Settings


    But back to the technical parameters. Why are all these settings necessary? The number of simultaneous dialing helps determine how many outgoing calls can be made at the same time. For example, if you use a channel that allows you to make 10 calls at the same time, it is best to limit auto-ringing to a maximum of 5 simultaneous calls, and then employees and customers will not suffer from constantly busy lines.


    The “recruitment frequency” parameter may provide an opportunity to remind oneself of a person with different intensities. For example, people with a small delay can be notified once a day, and malicious defaulters - at least every 5 minutes. The bottom line is that changing this parameter allows you to find a balance between the cost of calls and the possible economic effect of returning debts.
    Finally, you can determine how long a call is being made. In some cases, companies include the function during business hours to catch a person with the phone turned on, and in others it is just better to call in the evening or early in the morning. However, with large amounts of dialing, you can use the available IP channels just after hours for your company.


    Fig 2. Settings


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    More effect


    However, this call is far from always giving its results and there are several reasons for this. For example, a person may not pick up from a specific phone number. And here ZeOn has a real advantage - we have developed a “carousel” system, which substitutes many different initial phone numbers for making auto-calling. Each time a certain number is dialed, the program changes the data of the automatic caller ID (AON).


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    Therefore, there is no way to add a phone number to the “black list” or to learn to recognize collector numbers.
    Another interesting feature is the automatic transfer of data and parameters for calling. As you can see in the screenshot, by default the system means downloading a “bundle” of phone numbers that will be used for dialing. You can simply copy the numbers from Excel or the accounting system and start the process through the web interface. However, one can do otherwise.
    The presence of the API makes it possible to connect the auto-dialer module directly from the business application in which user data is stored. This approach opens up the following possibilities: as the delay arises, the program itself can start auto-ringing until it is paid off. Depending on the loan parameters, you can set up different dialers, voice messages and completely automate the process of telephone reminders.


    Nice addition


    As you know, for the operation of the auto-calling system, the company must have a software ZeOn PBX installed or a cloud Hive PBX must be ordered . At the same time, you can either manually download numbers and set parameters, or ensure full integration of business systems and telephony facilities to automate the call process. In any case, this function is just an addition to the main service and will be available to all ZeOn PBX users, as well as Hive subscribers who work on tariffs from 1000 rubles per month. An important achievement is that this system does not bind you to any one telephony provider, you can always connect your operator via SIP. But we are always ready to provide you with numbers and communication channels from IPTelephone .
    So “smart calling” is not a luxury, but a turnkey solution, available along with the basic telephony services, even at no additional cost. So use it, gentlemen!


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