We all know that a key element of an exceptional customer experience (CX) is consistency across multiple channels. My experience with your enterprise over the phone should be similar to the web experience, which should be similar to the social media experience, and so on. This is especially significant since many utilities are placing customer engagement near the top of their strategic priorities. Customers aren’t going to engage if the experience is fractured and awkward. So, what happens when I (as a customer) am mid-interaction on the phone, sitting in front of my computer and I decide to log on to the web interface? I’m channel-surfing across your enterprise. Are you ready for that? Does the new channel pick up where the last channel left off? Is the message consistent? Am I going to get lost? Channel Switching & Message Shifting Two of the coolest yet most underrated features we’ve built into Kurteus are channel-switching and message shifting. Customers can move from phone to web, for example, and the conversation picks up exactly where it left off on the previous channel. Also, if a customer changes the status of their account mid-conversation via a self-serve application (eg. makes a payment, schedules a service), the ...
Inactive Management
Effectively managing the Inactive portfolio reduces charge-offs and avoids unnecessary agency costs. Closure Management Use kurteus to proactively manage disconnected customers and customers who closed their accounts voluntarily. Both customer types need to be treated differently yet they both pose a major risk to charge off. Inactive Process Management & Agency Assignment Use kurteus to manage your inactive portfolio. Apply the Talkonomics™ Process to proactively treat accounts, holding back responsive accounts for further treatment while expediting unresponsive accounts to agency. The value is two-fold: agencies are sent less dollars (paying accounts are held back until they stop paying) yet they maintain liquidation performance (because they receive unresponsive accounts earlier). Get real time financial, process and service reporting with Time Zero Intelligence.
Charge Off Management
Agency Management Use kurteus’ agency management interface to monitor agency performance across multiple markets. Easily add or delete agencies, change allocations, manage fee structures and benchmark agencies against one another.
Active Management
Effective charge off mitigation and operational cost containment starts with proactivity in the Active portfolio. Account Initiation Use kurteus to identify and manage customers attempting to open new accounts while they still hold another account with a balance. Active Process Management Use kurteus to manage your active portfolio. Apply the Talkonomics™ Process to proactively treat accounts and identify risk early, ensuring balances remain manageable. Get real time financial, process and service reporting with Time Zero Business Intelligence. Field Disconnect Management Use kurteus to manage field disconnects and reconnects, ensuring they don’t become a bottleneck that contribute to debt. The Talkonomics™ Process optimizes the field by identifying and assigning the most non-responsive, risky accounts. The field management interface allows field administrators to sync resource capabilities to work volumes, stay in contact with field agents and assign work based on geography for maximum efficiency.
