The essence of call automation
A voice robot is a software algorithm that:
- Can independently dial a client’s number or answer incoming calls.
- Follow a pre-written conversation script, respond to the interlocutor’s responses (by pressing keys, recognizing short phrases or keywords).
- If necessary, switch the conversation to a “live” manager if the situation goes beyond the typical scenario.
The main idea: to free people from routine phone calls, allowing them to concentrate on cases that require negotiations, an individual approach and solving non-standard issues.
Key tasks for MFIs
- Initial call of applications
When a client leaves a number for consultation, the robot immediately makes an outgoing call: “Good afternoon, you left a loan application. Are you ready to discuss the terms now?” If the interlocutor agrees, it can ask a few clarifying questions, and then (if necessary) switch the conversation to an employee to close the deal.
- Payment reminder
Many late payments are not due to malicious intent, but due to simple forgetfulness. The robot calls a day or several hours before the deadline: “You have a loan payment tomorrow. Please pay on time to avoid penalties.” This short call can save the MFI a lot of time and money, because each reminder reduces the amount of bad debts.
- Handling overdue payments
An even more important task is to contact a client telemarketing who already has a debt in time. The robot politely reminds: “Your payment is overdue by N days. To resolve the issue, press 1 or contact us at such and such a number.” Many people are willing to discuss restructuring or pay part of the amount if they are informed in time.
- Repeat sales
MFIs are interested in clients who have loan database successfully repaid their previous loan continuing to use their services. The robot can call “old” databases: “Hello, you took a loan of N rubles from us a month ago. We currently have a program for regular customers, would you like to know more?”
Benefit for business Calls without operators
- Cost reduction . One robot can service thousands of rooms per day, does not require a salary, sick leave or vacation pay.
- Minimizing missed calls . The robot does not “forget” to call back or can work even at night if necessary.
- Increase in loan repayment . The better the system of payment reminders and restructuring offers is set up, the fewer debts become “deeply” overdue.
- Acceleration of sales . Setting up instant calls on requests does not allow the client to “cool down” and go to competitors.
How much can you really save with autodialer?
Let’s imagine a hypothetical MFO with 10 call bosnia and herzegovina businesses directory center operators. They call new applications and debtors. Each operator receives, say, 40,000 ₽ per month. Taking into account taxes, overhead and office rent, the total expenses can easily exceed 600,000 ₽ (if you also count additional personnel – supervisors, IT employees).
Calls without operators Now, some of the routine calls (for example, 70–80%) can be assigned to a voice robot. This means that instead of 10 operators, you will need 3–4. The savings in the payroll fund are obvious. Yes, you will have to pay for autodialing (communication operator + cost of the automation platform), but these amounts are usually significantly lower than the costs of the staff — especially since the robot can work 24/7.