SaFi Bank Space : Outbound Collections.

Created by User cb50e, last modified by Lukas Civin on Sep 26, 2022

Proactive client calling.

The calls are made to client falling under pre-delinquency (Reminders) and delinquency (DPD 1 and onwards).

The main plan is to proactively guide the customer into making their accounts current and work through a payment plan to achieve account normalization.

Calling mode is selected based on the number of accounts in the queue.

Outbound calling modes

A. Predictive

On a predetermined call list Genesys calls multiple numbers simultaneously based on pre-set dialing or calling ratio (Good practice is 1:5 operator versus lines)

Send succesful connects (Live calls) to the waiting representatives for handling.
- System will by pass calls it detects as not answered of busy.
- System will by pass unavailable numbers
- System will by passed busy number
- Campaign spin shall be determined by the strategy as defined in LOXON

On Disposing a call
- If call was serviced and verified-Dispo is in LOXON
- If call does not have a client (NA/HU) prior to engagement-Dispo is in LOXON.

B. Progressive

Dialer sends call outs based on the number of logged in representative available to take a call.

Call dialing ratio is 1:1 or based on logged in and available representative.

Sends successfully connects (Live-calls) to available waiting representative.
- Same as Predicitive but on a per account basis. 1:1
Disposition has same logic as Predictive.
Campaign spin shall be determined by the set collections strategy which will be defined in LOXON.

C.Preview

Representative initiates calling from a pre-determined call list.
- Account by account calling.
- No way to determine state of the account being called (Busy, Not available and the likes)

Call is disposed of manually in the system (LOXON).

Outbound Segmentation.

A. IVMR campaign for pre-collections (digital call reminder) (To be discussed further)

Client is called on registered number
The debt amount and payment channel options are provided.
The option to speak with a collections rep is provided if client wish it.

B. Low amount Low Risk

-Pre Collections
1-30 DPD
31-60 DPD

C.High Amount Low Risk

Pre-Collections
1-30 DPD
31-60 DPD

D. High Amount High Risk

Pre-collections
1-30 DPD
31-60 DPD

E. Pre-NPL

F. Skip 3pty

Outbound Queue (call list/Campaign)

Pre-collections
1-30
31-60
Pre-NPL
Skip
Special

Process

A.Once contact to a call is received it. It is verified for Client Contact.

*Contacts will be received in LOXON.

1.If client contact is established

Regulatory verification is done.
Regulatory disclosures are done.
Account is serviced

2.If client is not encountered (Somebody answered the call other than the client)

Collections looks for the client.
- If client available-Go to verification prior to service
No verification needed if client is not contacted.

B. Disposition

All calls made shall have disposition codes that will reflect in both Genesys and LOXON
All calls which are service shall have notations and required disposition in LOXON
- Serviced - Calls are calls which has human to human interaction already.
  - It is a best practice that if the regulatory disclosure has been mentioned. The call is considered service already/. Which requires the specialist to dispositioned it in LOXON.
- Calls with NA/HU results are disposition in LOXON
If applicable calls needing special handling shall have a ticket raised in Jira for the proper disposition of required case.

Process flow for outbound calls.

Mock up Screens

Loxon Screen will show based on the account dialed.

2. Once a contact has been established.

Loxon screen for collections servicing.

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