Big Benefits in Using Big Data in Contact Centers
By Sherri Carter, vice president of
business development, Convergent Outsourcing
Today, there is
more customer data coming into each agent portal within a single contact center
than these companies may know what to do with. It’s a goldmine of information,
but only if you do something with it. How is your team analyzing these learned
insights to make better operational decisions and strategic business moves?
and expansion of “big data” is requiring more sophisticated data warehousing. Contact
centers are leveraging data warehouses to maximize portfolio recoveries,
regardless of age, while constantly improving efforts in customer service and
compliance. The wealth of available information allows supervisors and
management to identify consumers who most likely have a history of paying their
can pull previous contact information onto the new account to efficiently build
on previous efforts. Access to this detail of data stratifies consumer
profiles, differentiating consumers who consistently don’t pay and have a
history of litigious behavior, with the customers who made a one-time mistake
in not paying a bill. There is validity in separating these two examples
are used to build a system to track contact efforts, score skip-phone returns,
monitor vendor performance, and customize strategies to the unique needs of the
consumer. Among those processes are advanced voice analytics and
customized predictive models that consider information from customers and
information vendors. Here are some other benefits big data effects:
consumer record skip tracing:
By using more than one hundred million previous placement records, companies are
able to pull the history of accounts and match them to the current placement,
phone numbers where already called, and the results of the effort. This
increases efficiency by eliminating duplicated effort.
monitoring of results: Daily
monitoring of metrics allows for
customization of waterfall skip tracing methodology to best service a company’s individual needs.
calling using phone scoring:
Determine which phones will most likely produce faster contact with a consumer rather
than rotating through all possible numbers available on an account with equal
process and compliance control using analytics: Whether it is voice analytics with hundreds
of search algorithms on phone calls or process monitoring exception reports,
track production processes to ensure strict adherences to regulatory laws,
client specific requirements, and other policies and procedures.
and high-risk consumer scrub:
Vast quantities of data points allows identification of consumers who are
deemed high risk, and take preemptive actions to mitigate legal exposure.
internal data to identify and contact known payers for faster recoveries: Through historical data, identify
individuals who have paid before and focus efforts on reconnecting with them to
resolve the current account.
has to match the increasing demand for broader solutions that address multiple
types of data. Successful contact centers are finding that using outsourced
partners who own a sophisticated data warehouse can benefit their productivity
and results on many levels. A few of those are: increased liquidation across a portfolio,
reduction in customer complaints, higher call penetration on the areas of the
portfolio with higher payment probability, bad number removal at the onset of
the relationship, and detailed reporting and analysis sharing.
customer service is just an entry point into business operations today, and using
big data to inform teams and drive strategy is critical to long-term success.
About the Author:
Sherri Carter is vice president of
business development for Convergent Outsourcing Inc., a customer engagement
outsourcing company that delivers the people, processes and technology to
improve efficiency, ensure compliance, and increase customer satisfaction and
lifetime value for our clients. Our contact center solutions support customer
acquisition, customer care and retention, welcome programs, accounts
receivable, back office processes, crisis response and other critical
communications. Sherri may be reached at ShCarter@convergentusa.com.