Businesses are increasingly focused on customer net profitability, upselling, cross-selling, optimizing pricing models and refining Accounts Receivable (AR) policies. But as AR policies evolve, customer engagements related to supporting payments becomes more complicated for contact center agents.
Contact centers must keep pace with these emerging complexities. The inability to easily implement and support AR policies within contact centers can hamper business strategy, impact profitability and circumvent efforts to improve the customer experience.
AR policies can often include the following complexities for contact center agents:
- Pricing options, discounts, payment plans and subscriptions
- Processing fees, convenience fees, deposits
- Late fees, service charges, reconnection fees
- Account closing fees
- Exceptions, waivers, supervisory overrides
Contact centers have historically relied on time consuming training and re-training for agents, complex agent support documentation, agent escalation, transfer procedures and, in some cases, formation of groups of specialized agents within the contact center.
Poor execution can lead to mistakes resulting in reconciliation challenges, missed opportunities, extended hold times and frustrated customers.
Intelligence at the point of transaction
Our purpose-built contact center payment system was designed to meet these AR challenges.
The system enables organizations to define, deploy and maintain their complex accounts receivable policies within the call center system. The system then intelligently guides agents through call flows within the AR guidelines and policies established.
For example, at the point of the transaction, the system intelligently structures, defaults, inserts and calculates the various AR components to establish the payment amount. The system even guides agents through exceptions, waivers and supervisory overrides.
The ability to implement, adapt and execute AR policy is essential for contact centers.
Intelligence at the point of transaction leads to:
- Improved agent performance
- Reduced call time
- Reduction in agent training requirements
- Customer Satisfaction
- Ability to quickly deploy AR policy and price changes
With intelligence at the point of transaction, contact centers can trust the smart design of our system to successfully complete transactions.
