Automation of Outbound CallsBusiness Services
For a collection company, outbound calls are lifelines for their functioning. Each call provides value in the form of payment discussions, resolving outstanding balances, or negotiating payments. However, not all calls need an agent to connect with customers, such as reminders for due amounts, missed payments, and upcoming installment dates especially if calls are unanswered. Such calls can be automated, and agents can focus on more important tasks, ensuring a better customer experience and cost savings.
The client, a leading collections company in India, wanted to streamline their outbound calling processes and reduce operational costs for their agents. Client wants to use their savings to offer upto 25% discount on the price per call.
- Categorizing calls for automation
Identifying calls that can be automated based on frequency and time duration of responses.
- Optimizing operational costs
Determining low-cost, effective solutions based on customer groups and purposes.
- Automation of calls
Utilizing past data to identify the frequency and timing of calls suitable for automation and transfer the call to agent based on response.
- Near-human customer experience
Implementing voice training techniques to deliver a near-human experience to customers.
Our team provided analytical solution through the following:
- Created supervised machine-learning algorithm to mimic agents with an Indian accent.
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Model deployed on asterisk by leveraging functionalities of IP phone
- Created a mechanism to auto transfer to agent based on response types.
Delivered Solution Successfully fulfilled the client’s requirement. With the following benefits:
- Cost Saving to offer 25% more discount on price per call.
- Scalable solution that over 70,000 automated calls before handing over.
- Enhanced Customer Experience