LiveVox Provides Analytic Tool to Power Collections Productivity

LiveVox, the leading provider of hosted-dialer solutions, today announced it is the first to deliver in a hosted environment a real-time analytic tool that gives collections organizations visibility into dialing strategy effectiveness, agent accountability and productivity gains.

By providing clients with the number of Right-Party Contacts (RPCs) that agents speak to each hour, LiveVox allows collection organizations to adjust their dialing output in real time to maximize agent productivity.

“The RPCs per agent, per hour feature is more than just a convenient reporting tool,” said Michael Orlando, President, Synergetic Communication, Inc. “Understanding this allows our agency to make decisions about boosting or altering our dialing strategy. We’re also able to identify our most productive collectors and track the return we get from investments in hosted technology.”

LiveVox data shows that less than 2% of all calls will reach the right party. In an optimum environment, collectors should be fielding eight to 10 RPCs per collector each hour for most bad-debt campaigns. Fewer RPCs result in agent downtime and inefficient campaigns. Given the cost constraints of premise-based dialers, most agencies achieve only two to three RPCs per-agent, per-hour, without adding hosted-dialing capacity.

Hosted, broadcast-technology providers fail to provide this metric to their clients, making true productivity gains impossible to measure in real time. Because other hosted-broadcasted providers also lack the automated-call distribution (ACD) capabilities of the LiveVox Agent Desktop feature, message blasters are unable to control call pacing, leading to abandoned calls. With Agent Desktop and the RPC reporting tool, LiveVox clients can scale dialer pacing to maximize RCPs and greatly reduce abandoned calls.

The RPC reporting tool also fosters increased accountability due to the ability to monitor right-party calls fielded by all agents in multiple sites around the world. Managers can then identify areas where they should boost training and collector oversight.

“LiveVox continues to develop in a hosted environment the features most needed by the credit and collections industry but formerly offered only by inefficient, cost-prohibitive premised-based dialers,” said Louis Summe, Chief Executive Officer, LiveVox. “‘RPCs per agent, per hour’ is the touchstone metric for dialer-campaign efficiency and success. As the only hosted provider to deliver this in real time, LiveVox enables clients to take action and adjust dialing strategies to maximize productivity.”

About LiveVox
LiveVox is the first provider of hosted dialer solutions for the credit and collections industry. Breakthrough, patented technology and deep industry knowledge allow LiveVox to assist clients with optimizing their operations and collection strategies. Private, carrier-grade VoIP networks enable LiveVox to maximize the productivity of leading credit, collections, debt purchase and call center organizations at the lowest cost of ownership in the marketplace. LiveVox is headquartered in San Francisco. For more information, visit www.livevox.com.