Innovations in Effective Government Contact and Collections

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Innovations in Effective Government Contact and
Collections
Working Together to Provide Value Added Solutions
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Global Connect Overview

• Privately funded Company by President and CEO,
  Craig Bird
• Corporate Offices are located in Mays Landing,
  New Jersey
• Company was founded in 1999 and changed name to
  Global Connect LLC in 2002
• Nine Outside Sales and Services Offices located
  throughout the United States
• Approximately 550 clients in debt collection
  market and additional 700 clients in other
  markets.
• Currently working with some of the largest
  counties and courts in the Country
• Current Call Capacity of Approximately 17MM-19MM
  Calls Per Day
• Independent Third Party Security Audit

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Global Connect Office Locations
Toronto, ON, Canada
New York, NY
Philadelphia, PA
Salt Lake City, UT
Cherry Hill, NJ
Sacramento, CA
Chicago, IL
Mantua, NJ
Mays Landing, NJ
St. George, UT
San Diego, CA
Phoenix AZ
Atlanta, GA
Dallas, TX
Sales Offices
Data Center a West Coast Data Center is
projected in 2009.
Corporate Office
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Innovations in Effective Consumer Contact
Challenges in Court Collections

• Bringing in New Technology to Government
• Simplifying Contract Processing for Services
• Providing Responsive Support and Trouble Shooting
  Support
• Costs or Affordability
• Providing of Adequate Training
• Reporting Features

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Innovations in Effective Consumer Contact
What is Available Today

• Traditional Dialing
• Predictive Dialers
• Manual Dialing
• Voice Messaging
• Hosted Solutions- Application Service Providers
  (ASP/SaaS Model)
• Automated Voice Messaging/Hosted Dialer Solutions
• Agent Portal Technology
• Text Messaging and E-Mail
• Not widely adopted or used in Collection Efforts
• Hosted ASP Predictive Dialer ProtoTypes
• Using traditional dialing techniques augmented
  with automated voice messaging provides superior
  results and increased collector efficiency

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Innovations in Effective Consumer Contact
Interactive Voice Messaging

• Outbound Interactive Voice Messaging Voice
  messaging is the most common notification, and
  possibly the most powerful application tool in
  the collections environment. Outbound interactive
  notifications are automated calls/messages placed
  to selected customer phone numbers. After the
  customer answers the call, the notification
  becomes interactive, thereby allowing the
  customer to perform many different actions. This
  can include providing security information to
  verify they are the correct contact, scheduling
  payments, entering payment information, bridging
  to a payment system or live operator, etc.

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Innovations in Effective Defendant Contact
Benefits of Voice Messaging

• Faster list penetration
• Increased right party contacts
• Optimize use of agents
• Co-exist with your current dialing and contact
  method
• Lower overall costs per contact
• Less intrusive then predictive dialers and manual
  agents
• Allows your agents to field incoming warm calls
  instead of outbound cold calls

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Innovations in Effective Defendant Contact
What to look for in a hosted messaging
platform/dialer

• Web-Based-All Functionalities can be done via
  the web
• No Capital Outlay, monthly minimums, seat
  licenses, etc.
• Compliant with State and Federal Law
• No Hardware, software should be required
• Virtually Unlimited Capacity
• Unlimited Text-To Speech (TTS)
• Multiple Languages (TTS)
• Dual Messaging (Answering Machine)
• No costs for training, message recordings, or
  custom programming
• Pay as you go model, only pay for minutes used on
  connected calls.
• No-charge Pilot Program
• Independent Third Party Security Audits
• Back Up Data Centers
• Experience in dialer products and relevant and
  reputable industry experience

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Innovations in Effective Defendant Contact
Brief Overview of Features of What a Hosted
Solution Should Contain

• Call Suppression-Real-Time Do Not Call
• Multiple sorts and splits on file upload (i.e.
  high balance accts, time zones, etc)
• Schedule by time zone/Prime Time Hours
• Busy redial
• In depth analytical reporting tools and reports
• Live delivery only Functionality
• Caller ID escalation
• State and Federal Compliance

• Direct-connect to an agent
• Debtor talk off recordings
• Integrated IVR payment solutions
• Complex layered messaging
• FTP upload or Web-Based Process
• Automated export for result file upload
• Cell phone scrub
• Regional Caller-ID
• Call Escalation
• Agent Portal

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Types of Voice Messages
Notifications
Voice Messaging System
Message Delivery
Recorded Message
Interactive / Direct Connect
Bridge to Your Call Center/Court
Voice Messaging System
Right-party Verification
Connect to IVR
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How Does Voice Messaging Work?
Debtor
Court
VM system
Your Call Center
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Innovations in Effective Defendant Contact
How to Maximize Your Results

• Proper Strategy and Use
• Effective Use of Analytics to Drive Best
  Practices
• Training
• Integration with Other Efficiency Tools
• Self-Serve IVR
• Agent-less Transactions/Virtual Collector

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Innovations in Effective Defendant Contact
Strategies and Use

• Breaking and Scrubbing New Case Files
• Compliance Phone Attempts
• Replace Letter Event-Letters Cost in Excess of 50
  Cents
• Nights and Weekends
• Use of Virtual Collector/IVR Payment Solutions
• Volume Spikes
• Disaster Recovery
• Maximize Use of Prime-Time Collection Hours

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Innovations in Effective Defendant Contact
Use of Analytics

• Analytical Data helps to determine the following
• Dialing Strategy
• When to use voice messaging, time of day, and
  what type of messaging, scripts, etc?
• What type of case file, court fine, (i.e.
  outstanding fine with the court) will yield
  highest return using this type collection process
• When to use other dialing techniques
• Return on Investment (Dollars Collected/Dollars
  Spent
• Global Connect is currently seeing a 300 to 400
  Return based on client calculations
• Proper Agent Utilization

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Innovations in Effective Defendant Contact
Training

• There is never too much Training
• Teams are quick to think they have all the
  answers
• Demand your vendor partners to come on-site and
  train your team
• Lunch and Learn Sessions are great forums for QA
  and best practice discussions
• Additional charges should not pertain to training
• Lack of training results in missed collection
  opportunities and misuse of money spent

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Case Study

• Prior Situation
• Lack of Inbound Calls
• Collection Center was at best a break-usually
  operated in the negative
• County advisors wanted to outsource collections a
  100 or trim team down significantly
• Technology Deficiency No way to track
  performance
• Was not viewed as a pure source of revenue
  recovery but rather a cost center
• Actions Taken By Court Collection Manager
• Tested Various Dialing Solutions and Technology
• Decided to Implemented Global Connect due to no
  upfront fees, contracts, usage requirements,
  etc.
• Used Global Connect to collect unpaid court fines
  and court reminders
• Implemented collection strategy that included,
  multi-language campaigns, interactive and
  non-interactive as well direct IVR payment
  campaigns linking into a national Payment
  Processing Company through Global Connect

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Case Study

• Results
• Increased Collections by approximately 250,000
  in a three month period
• Average monthly spend on Global Connect is
  approximately 1,300 per month
• Astronomical Return On Investment
• Department turned into a Profit Center from a
  pure Cost Center
• Increased Moral of Team
• Opened Up New Opportunities for Technology
  Advancements
• Gained Trust and Support of County and Court
  Administrators to further enhance the courts
  technology infrastructure

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Global Connect Overview
Three Pillars of Excellence
Customer Care
Product
Price
We strive each day to reach these three
pillarsfor each of our valued client partners.