Case study
One of our customers contacted us saying that they no longer wanted to use external software to make phone calls, but would prefer to store all their data in our software, Indecs, and manage all the tasks related to phone calls in an integrated way.
Since the handling of telephone calls related to recovery tasks is one of the essential processes of debt management, we have created our own Call Center module.
Based on our customers’ needs, we have developed a module that allows both outgoing and incoming calls from Indecs to be received, attached to a claim and recorded in accordance with the law. The use of this module requires an external provider that offers an internet-based call center service.
The module allows you to make a phone call from a debt case, as long as a phone number is stored for the parties involved in it. In these cases, an outbound call can be initiated by selecting the relevant debtor and phone number from the Debtor or Call centre tab of the case data sheet. When the call is completed, the audio file of the recorded call is displayed as an attachment, which can be listened to if authorised.
For incoming calls, the operator, after identifying the caller and entering the caller’s debt case, can specify during the call, before exiting the case, whether the call is indeed related to the case and with which debtor of the case it was made. Incoming calls are recorded in the same way as outgoing calls.
In addition to the basic functionality of the Call Center module described above – outbound and inbound call management – there have been developments in cooperation with the external service provider that allow the accurate reporting of the results of completed calls or call attempts to generate actions in a structured workflow, or to easily implement different ways of handling predictive calls, for example.
It can therefore be said that this module of Indecs clearly, accurately and adequately performs the operational tasks of handling telephone calls in the manner expected by the debt collection company on one hand and required by the legislators on the other.