Omni-channel approach to your customers
Contact your customers directly – via all channels
The direct contact to your customers
We use an omni-channel approach; in other words, customers are contacted via all channels by telephone, fax, letter, text or email. We decide the optimum approach with you in advance.
To ensure we provide knowledgeable customer support and specialised consultation, the employees in the Service Dialog Center are organised in small teams, each focused on a specific sector. The high level of professionalism and relevance are guaranteed through targeted hiring, in-house training and on-going coaching by the team management and specialised trainers. Our telephone collection specialists are available to advise debtors in 22 different languages.
The use of state-of-the-art technology – including a voice portal with a real-time interface to our collection system, electronic dialogue support for call agents (via computer-telephone integration [CTI]), advanced call distribution (ACD) and diallers for specific outbound activities – ensures that calls are automatically forwarded and quickly directed to the right place. This enables our employees to provide comprehensive and competent caller support based on the latest information and stage of processing.
In addition to the extended service times, debtors can also enquire about existing receivables via the IVR system (Interactive Voice Response) via telephone and the online debtor portal 24/7 by entering their case reference and date of birth. This option can also be used to request payment forms or written receivables calculations or, in particular, to ask for a call-back, for example.
An individually adapted process, trained service employees and the use of state-of-the-art technologies ensure consistent high quality and professionalism when communicating with debtors.
Effective and responsive communication with debtors
Increase in payments received through personal contact
The personal dialogue with the debtor during telephone contact ensures a better realisation rate.
Flexible workflow solutions
Whether by letter, fax, email, online or by telephone – our workflow solutions can be flexibly adapted at any time to suit the incoming volumes to be processed.