Candid Advice on Choosing the Right Dialing Solution

Dave Rudd

Your dialing technology options are confusing. It’s sometimes hard to determine the right dialing solution for your collection agency and clients. Is it a site-premised system? A cloud-based service? Or is a combination site-premised and cloud-based solution—referred to as a Hybrid—what you need?

The recently published white paper “Site-Premised vs. Cloud-Based: A Guide to Choosing the Right Dialer” aims to guide collection agency owners through the maze of considerations when choosing the right dialing solution for their business. (Full disclosure: IAT wrote this white paper. It was a huge task! I stayed as far out of the process as possible. Only after the paper was officially published did I take a look. I was pleased at how non-biased, straightforward and helpful it was.)

The white paper covers the differences between owning a site-premised dialer and using a cloud-based service.  It explains infrastructure needs, security, cost considerations, scalability and control concerns and ROI. It also presents a frank review of the hybrid solution. If you’re curious about your options, read it!

Selecting the best dialing solution requires you also research something very unique and important—your own company.

Discuss your dialing habits and needs BEFORE you shop. Your management team knows your business better than any dialer company. Make a comprehensive outline of your business operations. Detail how you like to dial and describe any client due-diligence and account processing requirements. Create call flow diagrams. In short, do everything you can to assess your unique situation, so your dialing choice matches your actual needs, and not just whatever the dialer vendor offers.

Stay alert while dialer shopping. Armed with detailed company information, speak with a dialer professional or two and discuss possible solutions. Be tough! Stick to your conclusions on what’s best for YOUR company. Dialer companies can offer suggestions and solutions, but remember only YOU know what your company’s success requires. Find a solution that fits your operations instead of cramming your operations into an ill-fitting dialer.

Skilled and accurate dialing is vital in the ARM industry. If your agents aren’t continually talking to right party contacts, you are losing money. A dialer solution properly and correctly configured will help you to never lose a call. My advice to anyone wondering about their dialing options: Read the white paper, do your internal company research, and then make the right choice for your collection agency.