Solutions | IV Response

Utility Suppliers

Enhancing the customer interaction

Collections and payment campaigns can be automated so that your billing team can work more efficiently. Call campaigns can be scripted so that when a payment is late customers can be called and informed that their payment is overdue. The option to "press 1" to be put through to the billing team to resolve the issue can be built directly into the scripted call. If required, calls can also be directed to automated payment services so that customers don't need to talk to the billing team at all, thus saving extra work and making the service more cost effective. Calls can be personalised with names and other details to make the customer feel more at ease with the call. This sort of soft approach has been reaping great benefits with many of our current clients.

The following example uses first name, surname and balance outstanding data inserts for a personalised approach:

Example of a typical payment due reminder call with option to contact the call centre

With IV Response you can cost effectively reach multiple customers by utilising our digital platform to contact your customers with outbound call campaigns that are personalised to each individual customer with premium text to speech services. A personalised message will be left on your customers answer machine for unanswered calls resulting in a much higher level of call backs.

We have the capacity to deliver many thousands of calls per hour or if you have only a small team who don't wish to be overwhelmed with resolution calls, we can set pacing. This means that if you only want to run ten calls per minute all day with a break for lunch, this can be achieved. We have a control interface that gives the ability to set your call campaign hours along with the pace of the outbound call lists.

A full reporting suite is available to monitor the success of each campaign to ensure that calls are handled effectively.