We understand that your business depends on working the right accounts quickly and efficiently. We also know that it is important that you identify the non performers early in the process and take the appropriate action. We have adopted the approach that if the action you take does not produce the result you want, change the action.. ACT is has been designed with the account receivables business in mind as well as any contact centre that manages inbound and outbound calls. ACT is easy to learn and has a unique rule engine that will allow your risk team to set up the most effective and cost efficient strategy. This will not only enhance your staff’s performance but ultimately improve profitability. This system can be adapted to run front end collections as well as post charge off debt.

Information is key to any successful business. ACT allows you to manage the process from importing the accounts right through to closure. All actions, be it automated or manually inserted are logged and recorded. All events that relate to work done on the account, be it financial or agent driven, are logged and the action is date and time stamped. This allows you to extract a wealth of information for reporting purposes as well as benchmarking.

ACT has been designed in such a way that will allow most businesses to be up and running almost immediately but still have the flexibility to customise their own strategies through the rule engine. The result is that you can define your own business rules and strategy that will allow you to keep your competitive edge.   

The screens have been designed in such a way that allows the agent to have all key information they need on one screen. The toolbar allows for easy accessibility to log and view history information if required.

ACT has been designed in such a way that will allow most businesses to be up and running almost immediately but still have the flexibility to customise their own strategies through the rule engine. The result is that you can define your own business rules and strategy that will allow you to keep your competitive edge. The business rules that you define as well as the actions linked to this allows you to design the best practice strategy for your business. This can incorporate critical indicators such as Right Party contact (RPC), recency of payment or date last RPC was made. Linked to this you can define activation values and percentages as well as recency of last activation. Once the strategy has been defined the automation of work flow will follow that will define the queue priorities as well as the method of communication such as letters/Phoning or SMS or combination thereof.

ACT has been designed in such a way that will allow your business to customise their own strategies through the rule engine. The result is that you can define your own business rules and strategy that will allow you to keep your competitive edge. This will be done by building a decision tree that is linked to the actions taken by your agent as well as the response from the debtor or customer. Linked to this you will be able to raise costs linked to the actions taken in line with the NCA and the Debt Collectors Act. The setting of the next actions will be defined in the rule engine as well as recording a log of all events taken. The night time processes will use these actions and reactions to reclassify the account into the appropriate agent queues, linked to risk.

There are a number of users that are required to check and/or input specific data as part of the debt collecting System. The system should make provision for data access security, thus limiting certain users to certain Clients. And the system should make further provision for function security, thus limiting the user to specific function e.g. some users may only have read access to the certain functions. ACT has done this by setting up a User Management application that allows you to set up users, their passwords as well as the role they can perform. This will allow you to allocate certain users to specific clients with the appropriate action rights pertaining to what the user is allowed to access.

ACT can be customized to interface with the following:
o Your CRM System
o Your accounting package
o Your dialer application
o Telephone management systems
o Decision management tools such as scorecards and debt management solutions.

ACT has the capability to set up user defined benchmark tables that cover the following:
Productivity
This covers areas such as:
o Scheduled Hours worked versus Time on System.
o Outbound expectations
o Calls per hour
o Right Party Contact (RPC)
o PTP conversion Rate (PCR)
o Potential Income based on PCR
o Inbound expectations
o Negative versus positive actions

Incentivisation
These benchmarks can be set based on the different stages of Risk that agents are allocated to.
This will incorporate the following:
o Projected income based on the productivity benchmarks set by user group.
o Actual income resulting from positive actions taken on accounts worked.
o Baseline Incentive on achieving target.
o Scaled payouts linked to the actual productivity achieved by the user versus pre defined benchmarks.

ACT offers a suite of reports that can be customized to suit your company’s needs. ACT can also interface into your current MIS application such as Crystal Reporting if required.

The National Credit Act

The National Credit Act, Act 34 of 2005 came into operation on the 1st of June 2007. Even though the act is aimed at regulating the credit granting industry, all Debt Recovery Agents have to ensure that their collection systems are NCA compliant and must be able to cater for the rules around the raising of interest and ensuring that the in duplum rule is not exceeded. ACT has been developed with this in mind.

Debt Collectors Act

The Debt Collectors Act, 114 of 1998 deals with aspects relating to the code of conduct of Debt collection agencies. This includes how the agents go about collecting the money and what fees are applicable during this process. ACT has been set up to manage these costs as well as setting up of the applicable Trust accounts. Exception reporting can be put in place to ensure that the you remain compliant.

ACT is written in ASP.Net Framework 3.5 using the entity data model architecture of Microsoft.

It uses a SQL server 2008 database and has integrated SMS and email facilities – currently sending around 20000 SMS messages and emails a month.