Disposition indicators

Requirement:

Given we are attempting to call a customer, when the call goes through disposition operator intercept, I want a call to action to be made.

Problem Statement/Gap:

When outbound calls are made - a response is received in the form of a SIP code which can indicate if the number we are attempting to contact is unreachable. Currently these responses are not being monitored or actioned, meaning that we can repeatedly try to contact the same number unsuccessfully.

There is also a missed opportunity to improve the accuracy of our contact information which could have wide benefit across our business.

Value:

In the past month there have been ~160 responses of attempted calls made in the debt space where the SIP code has indicated that the number attempted is uncontactable.

This would equate to approximated 8/9 numbers which would require investigations per week.

Considerations:

There are ongoing discussions around moving to an alternative telephony solution (not MaxContact) for debt related calls by June this year - Implementing a system solution would likely create technical debt.

Other telephony solutions, e.g. connex/natterbox are used in other business areas e.g. sales. - To maximise value across the business - these should also be considered.

There is some ongoing work in D&I to improve the quality of our data led my Nick Hill and Simon Chilvers to improve our quality of data which overlaps with this.

There are some compliance considerations around being able to update contact information without validation:

Emma Groves:

"Phone numbers

• Ideally, we’d “test” the numbers first i.e. call the number and, if it’s a genuine match, add to the CRM.

• If we don’t have the resource for that, we absolutely need to have the means to remove a number from the account if it’s not a match.

• Seems odd that we wouldn’t have a telephone number we supply as a contact number. Could this be because there are multiple sites / a “head office” type situation?

• We’d need to do ID&V before we disclose any information about the account, particularly something like “we’re calling to talk about the debt on the account”. Same applies to voicemails.

• We need to make sure we don’t match the personal numbers to business accounts (may not be an issue for sole traders, but could be an issue for ltd companies).

• I’d recommend saying that we’re updating our records as a first contact, rather than going straight into debt collection. If customers have an issue with where we obtained the data, they’re much more likely to complain if we’re using it for debt collection purposes.

"

Suggested Solution Options:

System to automatically create a call to action to the relevant team. (Risk of Tech Debt)

Pass reports to the relevant team to action.

Move accounts to another dialler campaign to action.

Qualco strategy/tasks/activities to action (debt only).