The best tip to keep in mind is that Voice Broadcasting is a tool and needs to be implemented as part of an overall treatment plan that includes (or at least considers) other tools such as manual dialing, preview dialing, predictive dialing and blended inbound. As each application has benefits and restrictions, agencies should consider a holistic treatment strategy or they may be shortchanging ROI.
Voice Broadcasting is a fantastic way to “cherry pick” early cycle accounts that just need a simple reminder call with the immediacy of linking to an agent for escalation/ payment. It is useful throughout the life cycle not only for the responsive accounts but also as a low cost way to let non-responding accounts know that the agent is not going away while ensuring that every record gets a call. It can also be executed “agent-less” to let debtors “selfcure”. Paced at a trickle or at full speed, a Voice Broadcasting campaign can create a healthy buzz on the collection floor by supplementing any workload with more “inbound calls” bringing very positive and noticeable results. Continue Reading »