To be globally recognized corporation in providing unique world class solutions...
TouchPoint with its many years of experience in implementing
contact center solutions, built a voice self-service solution that addressed all
the above business challenges. The solution was built to leverage the existing legacy
collections system. Since the legacy system was leveraged to build the solution,
all the existing business rules were preserved.
This solution was scalable to add additional voice self-service applications with
zero impact to the existing applications and infrastructure. TouchPoint is an ISO
9001-2008 Certified Company.
"TouchPoint has been the only vendor who has met and exceeded our expectations.
They delivered exactly what we wanted and what they promised to deliver. TouchPoint
Solutions enabled us to get ROI sooner than our original estimation. The project
was delivered on time, on budget." - Customer
Intuitive, user-friendly and easy to use self-service solution.
Automatically left personalized messages on customer's answering machine. This freed
up agent to work on live customer and collect more dollars. Savings on this feature
alone was estimated to be over 3 FTE per year.
Solution was built on standard java based tools to leverage existing web and legacy
Solution supported multiple languages (English and Spanish).
Solution automated HIPPA verification and enabling agents to focus on collection.
This also reduced the average handle time.
Closed accounts were handled automatically through self-service.
The following were some of the highlights of the self-service solution
Ability to listen to account balance, next installment due date and hospital visit
Ability to pay the balance by credit card.
Ability to pay the balance by check.
Ability to promise payment.
Ability to get mailing address.
Survey revealed that customers were more comfortable using self service for making
payment through credit card and check.
Ability to transfer the caller information with the call, so that the agent has
all the information before him to handle the call most efficiently.
Ability to see detailed reports by division, date and individual activity.
Robust architecture to leverage existing infrastructure and guarantee maximum high
Flexible application design to handle exceptions and route the call to most appropriate
Ability to audit self-service activities for each call.
Flexible Customer Access:
Customers were able to access the system 24x7 from anywhere and at anytime. The
number of calls answered by self-service during non-business hours resulted in decrease
of incoming calls during the business hours. This directly improved agent's productivity
by enabling them to work on more accounts during peak collection times.
Reduced Operational Expenses:
Reduced transaction costs by leveraging self-service to provide customers ability
to listen and make payments. 30% of the incoming calls were completed in the self-service
system to the satisfaction of the customer.
Reduced average handle time by doing HIPPA verification on the self-service system.
Reduced service time by routing the call intelligently to the most informed agent.
Improved operational efficiency by automatically playing a customized message on
the customer's answering machine.
Improved efficiency by filtering the calls. Closed accounts and informational calls
(Like Mailing address, Due date, Due amount) were automatically handled by the system.
Increased Customer Satisfaction:
Increased customer satisfaction by processing payment using the highest level of
Enhanced customer satisfaction by transferring the call with the data entered into
the system, so that caller does not have to repeat all the information.