You wake up to the shrill sound of the alarm clock, anticipating the new day. The night before you could barely fall asleep. Lately, the collection capacity in your company has stagnated, and it is your responsibility to unlock it.
But it's not that easy.
With a steaming coffee in your hand, you immerse yourself in your daily routine. You're not afraid of challenges, but right now you wish you had a genius and three wishes to face them. Your team of analysts is exhausted from chasing elusive customers who rarely answer the phone, asking for payment promises that don't arrive, and being mistreated by desperate customers. They barely have time for what's important, because the urgent always comes first. And you're sick of it.
You're tired of seeing late payments pile up, evasive customers slip away and negotiations stall without progress. You no longer want to deal with high staff turnover, or to see your team exhausted and demotivated. Their low productivity keeps them further away from important negotiations that could change the course of your company, and you know that's not their fault.
As you prepare to face another day, a disturbing question crosses your mind: Have you really tried everything to improve the situation?
What if, after all, there was a way dissimilar of doing things that no one else has thought of?
Maybe you'll find the answer in this article... or in www.vozy.co 😉
You never know.
Disruptive technologies for agile teams: what is the true potential of your collection strategy?
There has been a lot of debate about the effect of Artificial Intelligence on human analysts. What if it makes them more effective, what if it's going to replace them, what if not, what if it's going to create dependency on us... Anyway. We have a clear position: robots are here to do robot work and free up human agents to focus on tasks of real value.
And we want to tell you exactly how.
In this article, we'll explore how the combination of Vozy AI voice assistants and human operators can create a powerful synergy in collection, allowing agents to engage in tasks that require critical thinking, creativity, imagination and empathy.
Data that speaks for itself: complementary capabilities for a comprehensive collection strategy
In the area of collection, it is essential to recognize the strengths of both human operators and conversational assistants powered by artificial intelligence. The data clearly supports the ability of voice assistants to handle a large volume of interactions in a short time. With the ability to make up to 1000 calls per hour and 15,000 daily dials, its efficiency is undeniable. These numbers demonstrate that AI voice assistants are highly effective at managing a high volume of billing interactions.
While a human operator can make approximately 20 calls per hour and 110 daily dials, an AI voice assistant can make up to 1000 calls per hour and 15,000 daily dials. Both have a 70% contactability rate, showing that both approaches can achieve similar results in terms of contact with debtors. However, AI voice assistants have the advantage of being able to carry out up to 12,000 conversations a day, while a human operator is limited to about 77 conversations a day. In addition, conversations with AI voice assistants are shorter, taking approximately two minutes compared to the three minutes it can take a human operator.
On the other hand, human operators bring unique and valuable skills to the equation. Critical thinking, creativity, imagination and empathy are characteristics that human operators can display in their interactions with debtors. Although they may have fewer conversations compared to AI voice assistants, their human approach and ability to establish genuine connections are invaluable in complex and emotional cases.
These data confirm that the combination of human skills and AI technology can maximize efficiency and effectiveness in the collection process. The collaboration between human operators and AI voice assistants makes it possible to address both the high volume of interactions and the most complex and emotional cases, providing a balanced and successful approach to achieving optimal results in managing collections.
Leave medium-complexity requests in the hands of artificial intelligence
AI-powered voice assistants have the ability to resolve medium-complexity requests, which can significantly lighten the operational burden of your human team. Can you imagine that your analysts stopped focusing on repetitive routine tasks, which take up most of their time and energy, to dedicate themselves better to restructuring and negotiating the most complex and important debts?
Let a robot scan databases, make follow-up calls and make payment reminders. This will allow agents to focus on complicated negotiations, where true skill is required to persuade, understand the debtor's needs and reach mutually beneficial agreements.
Reinforce the human touch in crucial interactions
It's true that conversational assistants can provide quick, accurate and natural answers to your users when they need them most — even more so now that we integrate them with GPT technology. However, there are things that they simply cannot do better than a human being.
This is particularly important in debt collection, as there are difficult conversations that require critical thinking, creativity and empathy. These qualities are critical when dealing with debtors who need a personalized approach, understanding of their situation and the ability to find solutions tailored to their specific needs.
Not all of your analysts' tasks require these qualities, which are actually their most valuable asset. Protect your time and energy to reinforce the human touch in your collection management and quickly improve your business results.
A promising future: working with robots to be more human
In the future of collections management, we won't see a pitched battle between humans and robots, but rather a strategic collaboration that takes the best of both. By combining the unique capabilities of each one, a new landscape opens up for understanding and solving the challenges that arise.
By using AI-powered voice assistants for repetitive and administrative tasks, and allowing human operators to focus on those tasks that require their human touch, companies can achieve an optimal balance that maximizes productivity and service quality.
The combination of AI voice assistants and human operators in collections management represents an exciting opportunity to unlock the full potential of the process. Freeing your human analysts from routine tasks allows them to focus on complex negotiations, critical thinking, creativity, imagination and empathy. This synergy improves efficiency and service quality, driving superior results.
If the idea of optimizing your collection operations and taking your team to the next level resonated with you, we invite you to schedule a call with us! Let's chat. We are ready to provide you with a customized solution that adapts to the needs of your company and allows you to achieve results in the short, medium and long term that are truly good.
Don't wait any longer to explore the possibilities that collaboration between AI and humans can offer. Together, we can drive the success of your business and transform collections management into an efficient, strategic and customer-focused experience. Contact us now and find out how we can help you achieve your goals!
