COLLECTIONS CCR New scanning technology t
Bailiff reform: 12 months on t Increased SME confidence t Consumer bank contact t Is everyone compliant? t Insolvency law reform t
INDEXING AND SCANNING: INTELLIGENT TECHNOLOGY
Recent developments in ‘intelligent’ technology have led to the introduction of scanning tools that can recognise correspondence and allocate it to the appropriate agent By Louise Schofield
achieving a paperless office is still some way in the future if, indeed, it can ever be really achieved. Part of the issue, of course, is that
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letters still account for a large part of the contact that occurs between an agency and its customers, which, in itself, creates an enormous challenge to ensure that all incoming mail is quickly and efficiently processed, and that vital content including
July 2015
t is a fact of life that, despite huge efforts from debt collection agencies over the years, the ambition of
‘trigger’ words from the customer are recognised and acted upon. The practical consideration of
manually managing large volumes of correspondence has led to the evolution of electronic solutions and, especially, digital scanning technology. But what if the scanning technology was also ‘intelligent’ enough not only to search for, or exclude, certain words, which it would then flag, but could also recognise the ‘type’ of correspondence it was ‘reading’? And what if, in determining the type of correspondence
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received, it could also then automatically allocate each letter to a particular agent or department? This concept of evolving what is
essentially scanning and indexing technology into a much broader workflow management solution is far from fantasy. It is happening today. When post or an e-mail arrives into
our office, for example, it is scanned en masse and analysed for account number, account name, address and so on, so that it can be linked to an individual customer’s folder.
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