Solution
Dialer for collections teams
Collections work is a long list of accounts and not enough hours. Agents dial by hand, most numbers ring out or go unanswered, and the conversations that do connect are sensitive ones about money owed. Supervisors need agents to say the right things in the right tone, yet they can only listen to a small sample of calls after the event.
DialX is a call centre dialer with predictive, progressive and preview dialling. It works through the account list, connects agents to answered calls and puts a script in front of them. InsightAI then reviews the recorded calls, scoring them against your scorecard and flagging the ones a supervisor should hear.
Working through the account list
Predictive Dialing and the Auto-Dialer place calls from the uploaded list so agents spend their shift talking, not dialling. Preview dialling shows the account before the call is placed, which suits cases that need preparation. DNC Management keeps numbers that must not be called out of the campaign.
Keeping difficult conversations on script
Agent Scripting shows each agent the wording your organisation has approved for opening the call, discussing the amount due and recording a promise to pay. Call Recording keeps the conversation for later reference, and CRM Integration lets the outcome be logged against the account instead of in a separate spreadsheet.
Reviewing calls without listening to all
InsightAI applies Automated Call Scoring with Custom Scorecards you define. Keyword Spotting and Sentiment Analysis flag calls where particular phrases were used or the conversation turned tense, and Agent Coaching Alerts tell supervisors who needs guidance. The Live Monitoring Dashboard in DialX shows campaign activity as it happens.
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FAQ
Common questions
What is a collections dialer?
It is software that dials a list of accounts automatically and connects answered calls to agents. DialX adds scripting, call recording and live monitoring so supervisors can manage how those calls are handled.
Which dialling mode suits debt collection calls?
Predictive dialling suits large lists of routine reminders, while preview dialling lets the agent read the account before the call. DialX supports predictive, progressive and preview modes, so different campaigns can use different modes.
Can collection calls be recorded and reviewed?
Yes. DialX includes Call Recording, and InsightAI scores recorded calls against your own scorecard and flags calls for a supervisor to review.
How do we stop the dialer calling numbers that opted out?
DNC Management in DialX holds the numbers that should not be called and keeps them out of campaigns. Deciding which numbers belong on that list remains your organisation's responsibility.