Interactive Voice Messaging
NCO's flexible IVM platform can support a wide variety of services.
NCO's interactive voice messaging (IVM) platform can support any stage of the customer lifecycle. We can help financial institutions reinforce their brand, build customer satisfaction, and strengthen customer loyalty. Some examples of the call types we can support include:
- Customer acquisition calls
- Outbound calls for new services (up-sell and cross-sell)
- Outbound welcome calls
- Customer retention calls
- Customer winback programs
- Customer surveys
- Automated collection calls
Text Messaging Services
Text messaging is everywhere, and NCO's Text Messaging Solutions is a creative way to quickly communicate with your customers.
Cellphone users in the United States will send an estimated 600.5 billion text messages in 2008. NCO's Text Messaging Services are a cost-effective way for financial institutions to communicate with their customers. Our text messaging campaigns are easy to set up and are free for end users to receive. Using text messaging, we can help financial institutions communicate with large groups of people simultaneously, relaying a wide variety of information, including:
- Collection notices
- Information about new services
- Confirmation numbers and other important information
NCO's Text Messaging Services can also be used in conjunction with our interactive voice messaging services for a multi-channel campaign, and we can also add agent support for two-way communication with customers.
Flexible and completely customized solutions.
Our integrated payment solutions efficiently serve customers, helping to increase payments and grow revenue. We offer customers secure payment options via the telephone and Internet, at either our call center or the client's. Our flexible and completely customized solutions include:
NCOePayments provides the clients opportunity to offer their customers multiple payment options. NCO can implement a customer-friendly and convenient IVR payment solution quickly and effectively. Customers call a toll-free number provided by NCO and access an automated message welcoming them to the bill payment center in the client's name. Customers experiencing difficulty with the IVR system are transferred to an NCOePayments representative who assists them with completing the payment process.
Using NCO's advanced extranet technology and with the help of a live call center representative, customers make payments directly. Representatives take payments using NCO's proprietary, customizable payment entry screen. Client representatives can log on to the NCOePayments extranet portal from their call center using a web browser, password, and office code. Representatives then enter payments directly into our database.
NCOePayments also offers an integrated Internet payment solution that is available 24 hours a day, 365 days a year. Using this version of NCOePayments allows customers to link directly from the client's website to the NCOePayment site and make direct payments into a secure, centralized database.
NCOePayments offers this service to NCO clients who wish to use their own system, whether their automated phone system (IVR), customer service system used by customer service reps, kiosk machines, Web sites, or any other system which they use to collect payments. In this scenario, the client is able to connect directly into NCO's payment processing engine. They use their own products, but avail themselves of NCO's processing efficiencies and expertise.
NCOePayments gives customers automated payment options, over the phone and the web, without the capital investment by our clients.
We can predict which of your customers will defect or grow months before they do.
NCO Analytic Services uses its proprietary pattern recognition technologies to predict which of your customers will defect or grow months before they do. As a result we create "hot lists" to facilitate integrated customer management outreach programs. Similarly, for customer acquisition programs, we use our predictive technologies to laser target those prospects with the highest propensity to buy. In doing so, we deliver unparalleled sales per hour rates.
Beyond making predictions of behavior, our systems will also provide key marketing intelligence so that we can deliver the right offer to the right customer at the right time with a relevant positioning. Our predictive technologies, coupled with our ability to professionally design and execute both outbound and in-bound campaigns, are yet further evidence of NCO's position as an innovative outsource partner.