Call Centre Expertise
The ARMS Global Group use a contact centre suite (consisting of enterprise class, state-of-the-art hardware and software components) to deliver high performance, reliable computer telephony and contact centre management applications. This enables enhanced customer interaction, providing the ability to increase and control the quantity and quality of debtor communications tactics.
ARMS staff are trained to achieve the best outcomes, while handling your clients in a professional manner that protects your brand and reputation.
In Queue Delay Announcements
The system provides for in-queue announcements that can be flexibly deployed to waiting callers, and easily recorded / modified as required with minimum notice periods.
Automated Attendant Front-end
IVR functions allow for automated attendant applications ranging from single-level menu selections through to quite complex multi-level menus, debt collection and verification of numeric information from callers.
Skills Based Routing
Skills based routing allows for the efficient management of workloads across multi-skilled Contact Centre representatives. Calls can be delivered to an appropriate representative depending on the skills of the representative, and representatives can receive multiple types of calls, depending on their skills. Payments are handled by accounting while collectors do what they do best, collecting.
Outbound Calling Including Call Blending
The infrastructure provides for several types of outbound calling activities.
Call Recording
The contact centre suite provides ARMS with an integrated Digital Recording System (DRS) allowing us to record all or a portion of calls to be recorded and stored. Calls can be recorded at any time during a campaign. The DRS option can be configured in one of four ways: all calls can be recorded on a system-wide basis; calls can be recorded for only specific campaigns; portions of calls within a collections campaign can be recorded using DCB to define recording rules on a screen-by-screen basis with OCX controls; or portions of calls can be recorded by allowing agents to turn recording on or off during a call. Agents can start and stop recording at any point in a call.
Request ARMS act on your behalf to recover outstanding debt.
