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“Most of the changes and enhancements included in new product releases are a direct result of customer input. IAT devotes significant time and resources to innovations designed to meet our customer’s needs. We are dedicated to helping our customers become significantly more productive and profitable.” Jeryl Smith, Programmer/Analyst and Product Manager, IAT

User Network > Idea Exchange

Idea Exchange

Do you have great ideas about how to use CT Center more productively and profitably? Please submit your ideas to the IAT Idea Exchange so other CT Center Users can benefit from your genius! Once a month the best ideas will be compiled and used in our e-newsletter. If we publish your idea in our e-newsletter, we will send you an IAT t-shirt. (The t-shirt is black with the new IAT logo in purple and gray.)

If you have any questions about the ideas posted on the Exchange, please contact Customer Services at 800.646.5227. They will be glad to assist you.

Free Lunch for Winning Team of Agents

Joe Sarnoski, Burton Neil and Associates
Set up a contest based on how productively agents are using the dialer. Points will be awarded or taken away for different types of activity. For example, give points for backlog less than 45%, met daily dialer time goal, size of payments, etc. Take away points for minutes late, weekly wrap-up time exceeds 40%, etc. The agent or team with the most points gets a free lunch. Click here to view an example.

Two Contests to Improve Agent Productivity

John Welsh, Buffaloe & Associates
Daily: Let Collectors pick the music they listen to.
Monthly: Collectors draw a domino for every quota collected or other goal reached. The collector with the most spots wins. Two blank dominos convert to a doubler and an extra draw.

Motivate New Agents with Prizes

Alice Garcia, Law Offices of Harris & Zide
Use the dialer to give new trainees incentives for good performance. Give them a ticket for successes such as payment arrangements. Let them use their tickets to choose a prize from grab bags with 5 different increments of value, based on the number of tickets they have.

Play "Texas Hold 'EM" for Gas Cards

Jaison LeCount, FMS, Inc.
Play “Texas Hold ‘Em” for prizes. Or give anyone a $50 gas card who collects an “Urgency” of $150 and over.

Create CT Messaging Reports

Howard Holder, Edulinx
For CT Messaging, have a report that tells you how often an agent is using the messaging feature. Use this feature for coaching. (This is actually a new feature suggestion that would require additional programming.)

Games created using the predictive dialer

Mike Hatfield, Medassist Group, Louisville, KY
Hold a “Where’s Waldo” contest. Flag an account somewhere where reps can find it – tell them what to look for – give a prize to the one who finds it first on PD calls. This creates a lot of excitement and motivates your employees.

Reward agents for more than just amount collected

Dwayne Heisler, Remit Corporation, Bloomsburg, PA
Reward behaviors and skills. Run a contest based upon dialer proficiency skills instead of just $ amount contests to mix it up. This promotes best practices and promotes dialer skills.

Dialing Strategy for IC and PD Simultaneously

James Hawkins, Southwest Credit Systems, L.P., Plano, TX
Dial lists on IC by ascending balance and PD by descending balance – simultaneously. Provides thorough account penetration and has collectors working the most appropriate accounts.

Counter Dead Air Transfers

Mike Sanchez, Bonneville Billing & Collections, Ogden, UT
Use the “Agent Entered Call Results” to counter dead air transfers and set up the account to call back in 15 minutes. Rather than having no contact – potential contact can be made as someone obviously answered the phone. (May conflict with some state regulations.)

Letter Campaign Follow Up

Dennis Allen, Collection Bureau of America, Hayward, CA
With CT Center's 4.0 release, in conjunction with the real time interface, quickly follow up on letter campaigns by running custom lists through IC on the fly.

Lead Tracking

G.B. Lucas, United Credit Bureau (UCB), Toledo, OH
Set up different toll-free numbers for Letters, IC, and Agent Callbacks to measure the number of callbacks by each group (software/PBX/tool specific).

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IAT ANNOUNCEMENTS

Mid-America ACB, a fast-growing medical collections agency in Joplin, Missouri, has chosen to add IAT’s site-premised predictive dialer, CT Center, to its game plan to help make their agents more productive and maintain their competitive edge. Mid-America ACB tripled its employee count in the past three years from 10 employees to 30- plus ... Learn More

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