In Focus Collections
payment security is critical to any collections business. There is a lot of great insight in the report which is downloadable at
www.ultracomms.com
What should collections contact centres be considering from a technological point of view? If you have not already moved to the Cloud, maybe because you have security concerns, this really is not an issue and brings a lot more flexibility combined with easy integration of web chat, e-mail, SMS, and social-media channels. Any technology that will protect your
customers and reputation has to be key, but not all solutions that claim to deliver compliance are as they seem, or easy to deploy. Secure telephone payment technology
comes in all guises for instance. If you are not sure whether your organisation would pass muster in a compliance audit seeking an expert opinion is always helpful.
June 2019
Ultracomms is a member of the Payment
Card Industry Data Security Standards Council, a Direct Marketing Association member, and an advisor on the DMA UK Contact Centres Council. And speech analytics to gain a better
understanding of customers to ensure a more personalised approach has to be a game changer. Closely ‘listening’ to your customer not
only provides hard data to boost productivity and profit, but it also creates a closer understanding of their emotional state and priorities to improve quality.
What are the top three performance indicators for evaluating your contact platform provider? Our customers tell us that the following are the three most important considerations: l Productivity gains – since clearly this is reflected in overall profitability. l Data-protection compliance – a regulatory must have.
www.CCRMagazine.com
If you have not already moved to the Cloud, maybe because you have security concerns, this really is not an issue and brings a lot more flexibility combined with easy integration of web chat, e-mail, SMS, and social-media channels
l Flexibility – working collaboratively to ultimately achieve the best customer satisfaction. I am looking forward to participating in
the discussion around what the industry sees as the next steps for collections contact technology at the upcoming CCRRoundTable. CCR
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