Call center solution
QuesCom delivers to the Call Center the right solution to improve contact success rates with consumer debtors, streamline customer communication management processes, and increase collection agents outbound productivity.
A tailored solution for Credit Collections
- Outbound calls originate from various Caller IDs
Phone numbers of collection call centers often become well known by those who are trying to hide. With QuesCom mobile gateways the call center will present a mobile number and one that is relatively unknown. This greatly increases the chance that the call will be answered. With this technique, a major bank increased their call answer ratio by 60% and collections by 22% - Return calls are directed to originating agent/group
Missed calls where the number is seen but not known are often returned, it is human nature. In this case QuesCom technology will route the returned call to the exact agent or an alternative who is capable of handling the call. - Integration with contact center infrastructure
With the QuesCom solution both local and remote agents are able to use call center controlled mobile numbers.
Transaction confirmation by SMS & Security
- For transactions such as order confirmations or hotel reservations it is desirable to confirm the transaction by SMS. The agent can generate an SMS manually by web or email or the solution can be integrated in to the call center CRM application.
In a case where the caller ends the call in an IVR without speaking to an agent the IVR can automatically, or on caller request, send an SMS confirmation. - In certain situations, regulations regarding personal data security would prevent sending an SMS to a client through a 3rd party SMS service. However, because the QuesCom SMS gateway is in the call center’s secure network and directly connected to the mobile network the message is considered secure.
In-bound Call Center
- Mobile to mobile calling
Most operators offer free or significantly reduced tariff for calls that remain on their network. This presents a significant cost savings for the caller and call center. There is no need to provide a toll free number by the call center and in most cases the call will be free for the caller. - Single inbound number
Mobile operators, depending on their network, can offer a single contact number either with a standard hunt group or by busy/call forward over the range of SIMs used in the gateways. - Immediate deployment and expansion
With QuesCom mobile gateways there is no waiting for copper or fiber to be laid when extra capacity is needed. Installation and configuration can be done in hours and sometime even in minutes.
