Treatment Plan Approach
SoftCall®, our first-party outsourcing service, is based on a proactive, positive customer service approach. Treatment plans are customized to meet the exact requirements of each client, with some requiring calls prior to the due date, others starting at 30 or 60 days past due, while some include letters in the plan.
In general, an initial phone contact is made to verify that specific invoices were received and ask when payment can be expected. If a customer disputes the account, we help resolve the problem in-house or we escalate the matter back to the client when necessary. Contact continues for a specified period, after which unresolved accounts are either automatically rolled to third-party collections or sent back to the client for review.
We manage our SoftCall® service through adherence to a well-respected call center operational standard, which requires achievement of high and ever-improving levels of performance, client satisfaction, employee satisfaction and productivity. In fact, we were the first commercial receivable management firm to become certified to this standard, COPC-2000®, which is the service industry’s most rigorous independent benchmark.
Developed following practices of the COPC-2000® operational model, we evaluate, score and monitor performance through call monitoring, transaction reviews and time gap analysis. We expect our CSRs (client service representatives) to maintain high-levels of performance: > 90% for call monitoring, > 95% for transactions, and less than 3 unscheduled time gaps per day. Action plans are developed for improvement whenever targets are not met.
Let our skilled team of client service representatives help improve your bottom line. Contact us for more information about SoftCall®, ABC-Amega’s Account Receivables Management Outsourcing solution.