Using Automated Interactive Voice Messaging in Collections

This article explores the scope for the effective use of automated interactive voice messaging in the collections arena. It looks at the evolution of the technology, from its beginnings in public libraries, and draws upon examples of its current usage in the telecoms and utilities sectors. Fundament...

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Bibliographic Details
Published in:Credit Control 2006-08, Vol.27 (6), p.51
Main Author: Knight, Nathan
Format: Article
Language:English
Subjects:
Automation
Call centers
Collection services
Cost control
Credit collections
Customers
Debt
Public libraries
Technological change
Voice messaging systems
Voice recognition
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Summary:This article explores the scope for the effective use of automated interactive voice messaging in the collections arena. It looks at the evolution of the technology, from its beginnings in public libraries, and draws upon examples of its current usage in the telecoms and utilities sectors. Fundamental issues such as the type and tone of voice used, the restrictions of the data protection act are addressed and key benefits of cost and time saving are explored. [PUBLICATION ABSTRACT]
ISSN:0143-5329
2054-9210