Focused on offering a solution at the size of each customer, we design a methodology for an initial survey with the premise to establish the services to be provided and the way to perform them. This comprises three steps:
Analysis and Diagnosis of the process to be outsourced
Counseling on the methodology to be implemented
Commencement of the outsourcing of the critical process
Customer Care Service
Collection Management Service
Early/ Effective Default
Late/ Out-of-court Default
Abandoned/ Distress Default
Our operational platforms, CRM, Servers, Dialers, Recorders and Applications are capable of being customized for the development of any action required by our customers.
The customer service operations are usually focused on the attention of incoming calls for simple consultations, such as: available balances, expiration/closing dates, availability agreements, charges/interest or commissions details, information about debit operations, addresses of nearest branches / ATMs, etc.
Our call processes allow us to provide the whole range of the following services:
Welcome (Welcome Call) to new customers of the entity
Management of Rewards Programs and Mileage
Functioning of Promotions, Discounts for credit card purchases
Applications for Admission of Travel Assistance Insurance
Request for Credit Card Extras
Report of loss of checks and problems with ATM cards
Cancellation of products
Flow of claims through reception, classification and sending to the respective internal area of the entity
Back Office & B.P.O. Servicing
Our processes diagram is based on an integrated relationship with the customer, which, together with a customized technical structure, with permanent training and supervision, generates a constant optimization of the management results.
The service of Business Process Outsourcing (BPO) or Back Office service offers different options, which are planned and executed in our platforms, according to the operative needs of each customer:
Activation of mass campaigns of emails / SMS / IV
Process flow of interactive IVR and direct marketing
Implementation of a service of phone survey on the satisfaction of customers/ processes
Campaigns for customer retention and product upgrading
Contact Center Multiproduct Service (7 x 24 = 365)
Uploading of applications / files / claims on the systems of each entity
Preparation of files for their sending to the credit area of the bank
Circuit of rejection of applications / incomplete, illegible or fraudulent documentation
Reception via fax / email / scanner of applications for pledges
Preemptive Default Collection
Service of daily management of collection of claims dating from the day before the expiration to a period of 30-day default.
The “front-end” allows to build customers loyalty at the time it optimizes the cash flow at a cost lower than any other financing in the market.
The hiring modality is by renting job positions and/or by outsourcing to “success” in a time window.
Early/Effective Default Collection
Service of management of collection of claims with a default period of 31-120 days.
Management of cases based on periodical (weekly or biweekly) assignments by means of customized, interactive and automatic calls, as well as by contacting through SMS and Email.
This modality is feasible to be developed together with the management of internal collection of the company.
The outsourcing of this management allows to increase repayment by means of the existent competition and to optimize the collection cycle.
The hiring modality is mainly to “success” in a time window.
Late/Out-of-Court Fefault Collection
Service of management of collection of claims with a default period ranging from 121 to 360 days.
Management of cases based on periodical assignments by means of customized calls, the division of portfolios by scores, and the sending of mail.
At the same time the skip-trace task (data enrichment) is developed with the purpose of:
• Increasing repayment of claims after default periods of more than 120 days.
• Optimizing collection costs.
• Reducing provision for bad debts risks.
The hiring modality is mainly to “success” in a time window.
BPO SERVICING & BACK OFFICE SPECIALISTS
MITEL 3300 LX exchange with IP Nativa technology that enables to have voice, data and video communication and 200 workstations available on a double shift. This means a total of 400 operators specialized in tele-collection management, from Monday to Friday.
Predictive dialer telephone, predictive and totally integrated to CRM with the possibility to automatically make 200,000 calls a day, apart from top-quality voice quality.
Real time management information with interactive information systems with specific queries to our data base 24 hours a day, 7 days a week.
Possibility to manage all contact means: Telephone, email, chat, fax, SMS.
Recording of all managed calls. This allows us to generate MP3 files, easy to activate for listening. This modality provides full transparency to the management recording all conversations held by our operators with the debtors.
Permanent training by using recordings by our training and assistance quality department. IVR (Interactive Voice Response System) that allows us to provide better assistance and telephone self-management.
8 digital frames (DDE) of 240 channels and 800 extensions.
1 FOX to expand up to 256 frames connected to the supplier with fiber optic.
8 Internet dedicated access of 10 MB for telephony (VoIP), 3 MB Internet dedicated access for point-to-point links and applications with our clients
The company has the possibility to generate automated reports for our clients with frequency and content to be defined according to the planned strategy for management. Control may include:
Deviation of portfolio recovery.
Monthly activity inventory per client
Description of management status
Tracking of unfulfilled proposals
Online monitoring of allocated accounts
Innovation and constant upgrade
COPC (Customer Operation Performance Center)
We started in the certification process on its model COPC Operations Management – GDM environment services:
Customer / Process Rewards for incoming calls
Procedures incoming and outbound telemarketing
Inbound and outbound efforts Mora Collection of Preventive, Early and Late (extrajudicial)
The COPC is a management methodology that ensures improved results both as SATISFACTION REVENUE AND COSTS. This rule establishing best practices in relation to customers, has a global reach.
The COPC model -GDM is a global, integrated system that seeks to guide the implementation of best practices validated and internationally recognized management.
Framed by our vision of business as multilatina NOW for Argentina Operations & amp; Paraguay, achieve certification and keep in time is to provide our customers with leadership and quality assurance in the industry Contact cntros internationally.
LEADERSHIP AND QUALITY ASSURANCE
Our entire organization does in focus to maximize the quality of care, customizing the solutions we provide to our customers; and this has been the main factor permitío we create business relationships with history of more than 30 years.