The Key to Improved Customer Response is Automation

September 28, 2021

Let’s face it. You have customers that always seem “unresponsive,” regardless of how many times you reach out. Many collection agencies believe the only way to increase customer responsiveness is to increase the number of agent-customer interactions. That is simply false. There is a better way to improve customer engagement - and improve your bottom line at the same time!

Why you should switch to an Automated Payments System:

The number of customers turning to “self-service” payment options is growing exponentially year-over year. Customers prefer multiple payments options, and the ability to submit payments 24/7 as their schedule allows. Automation not only provides payment options for your customers, resulting in higher response and increased payment volume, but it also reduces the burden on your agents, resulting in higher productivity.

One of our partners implemented an automated payments system in 2016, and the results speak for themself:

  •  In the prior year, self-service payments accounted for 21% of transactions. In 2016, that number increased to 45%; in 2017 the number rose to 74%. In 2020, 84% of all transactions were self-service — a 63% increase since the automated system was implemented.
  • Between 2016 and 2017, total payment volume increased by 35%
  • In year one, the automated system saved the client 14.2 FTE. By 2020 that number had risen to 26.7 FTE.
  • By implementing a Payment IVR and giving customers 24/7 access to their accounts, IVR transactions rose from just 0.4% to 14%.   

Why you should partner with Payscout:

Payscout provides a fully integrated automated collections solution that includes:

  • Proprietary Paywire gateway, providing secure and seamless transactions
  • Debtor negotiation portal
  • Interactive Voice Recognition (IVR) capabilities
  • The only fully compliant Convenience Fee solution in the collection industry
Let us help you integrate a fully automated payments solution today!
Contact us at 888.689.6088 or sales@payscout.com

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