CCR magazine and Webio are joining forces to bring some learning opportunities to the credit and collections industry with the hosting of a live webinar and roundtable debate.
These virtual and in-person events will focus on Automation and Agent Efficiency and the significant impact of automation on customer engagement, the business, and collections performance. These two events are completely free to take part in and are open by invitation and application.
The webinar was held on 2 March, and the roundtable will be on 20 April in London.
Mark Oppermann, co-founder of Webio, said:
“Even though digital debt collection is something that most in the industry are aware of and has been identified as necessary, we are still facing a situation where the credit and collections industry, even for all its strides, still is somewhat behind in its adoption and use of technology. The telephone is still a focus for many collections teams who are not harnessing technology."
During these sessions, we will look at what is possible, and also consider several key issues, such as:
- What automation actually means and all the elements like natural language processing, intents and entities and how they work.
- A deep dive into a live customer before and after examples that will show how automation done right lets agents handle more than 300 daily conversations versus 60 or so via the telephone and dialler.
- How to identify vulnerability in a digital context and not have to rely on the phone. The argument is getting stronger and stronger for moving on from the phone call.
Example of the success that a DCA can have with automated debt collection