Severn Trent uses interactive voice system to collect customer debts

Severn Trent has deployed an interactive voice messaging system from Qire to collect debts in a more efficient manner.

Severn Trent has deployed an interactive voice messaging system from Qire to collect debts in a more efficient manner.

Initially, the IVM system will be used for managing domestic customer debt collection and arrears with basic messages being automatically issued to customers with outstanding payments.

The real-time reporting mechanisms of Qire's system will also allow Severn Trent to analyse statistics from calls, enabling the company to measure efficiency benefits quickly and accurately.

Russell Mackuin, debt strategy and controls manager at Severn Trent, said, "Roll out and implementation have been seamless and it is obvious when talking to Qire employees they really know what they are doing in this space and how to genuinely help businesses.

"Prior to using Qire, up to 50-60% of the time a call centre agent would get through to someone other than the person responsible for payment, using manual dial out processes or predictive diallers, which can be incredibly hit or miss. Now, through IVM, Severn Trent can filter out wrong party numbers before the agent speaks to the party, making the agent more efficient."

The Qire IVM system calls the customer and informs them it is a Severn Trent call. It then asks if this is "Joe Bloggs", for instance, and the interactive conversation continues from there. If it is Joe Bloggs and he answers "Yes", he is put through to an operator. If he answers "No", then a message is left asking Joe Bloggs to call a number.

In the future, the system may be expanded to contact customers during crises or times of problems, such as a water outage in a given area.

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