Our news and views relating to Data Analytics, Big Data, Machine Learning, and the world of Credit.
Meet Vusi, a call centre agent, with call centre agent struggles. He needs to keep his customers engaged while he shifts between various systems to find the information he needs to meet his manager’s expectations of consistent, successful call outcomes.
For collection operations and risk alignment, a critical success factor is the ability to predict month-end results accurately and at an early stage of the billing cycle.
As Debt Collection and Recovery experts, we are given the opportunity to attend and present at industry conferences and events. We find the conferences incredibly valuable in helping us stay up to date, as well as challenging us to remain innovative.
As a debt collection professional, there’s no doubt that you occasionally feel like you are out in the trenches. The nature of the industry is ever changing, as are the laws and regulations. And you need to stay on top of new technology and trends.
An average customer’s attention span is less than that of a goldfish, according to the National Center for Biotechnology Information. While a goldfish can focus its attention for 9 seconds, in 2015 customers were found to lose interest after only 8, down from 12 seconds in 2000. (Click to Tweet!) The reduced attention span, makes the initial impression all the more critical, especially in a call centre environment.