Predictive Dialers in Collections Centers

One of my colleagues here at TMC called my attention today to the Predictive Dialer Channel on the TMCnet Web site. This seems like a critical technology for operating an effective high-volume call center, so I spent some time looking at some of the content on the channel.

One enlightening article on the channel is "Your Competitive Advantage Might be as Close as Your Phone!" which incorporates two case studies to give an idea how predictive dialer technology can be effectively used in collections centers.

Seems to me that collections is one business where the center can waste a lot of time, effort and money through inefficient calling procedures. This quote from Fred Blitt of collection agency Blitt and Gaines, PC, will give you an idea how the technology can add leverage to a collections operation:

Moving through the files more quickly and weeding out those with bad numbers also boosts productivity. Those files are then quickly transferred to skip tracing. Additionally, Blitt is confident that they can now touch their vast volume of files more rapidly and "stamp the account" in accordance with the clients' guidelines. Not only do they move through files more quickly, but also more uniformly. "We can now put an unmanned campaign out there that leaves messages for debtors and we know the call has been made. The files can be worked more strategically by having a unique message for different groups. We can apply the specific type of campaign to a specific type of account," says Blitt.

AB -- 3/10/05