LiveVox Enhances Predictive Pacing Feature for Continued Optimization of Dialer Campaigns

SAN FRANCISCO — LiveVox Inc., the leading provider of hosted-dialer solutions, today announced it has upgraded its predictive pacing functionality. The enhancement will enable credit and collections clients to continue to refine dialer campaigns and reap the highest rewards from their agents, an organization’s most expensive resource.

The upgrade to the LiveVox ACD suite allows managers to focus on agent productivity and campaign results while the system, with its unlimited calling capacity, better optimizes outbound dialing behind the scenes. This enables collection organizations to maximize consumer contacts, regardless of the portfolio, time of day, or day of week.

“Stellar Recovery puts a premium on developing collection strategies that combine best practices with the right technology and analytics,” said John Schanck, Chairman/CEO, Stellar Recovery, Inc., a Kalispell, MT-based receivables management firm. “With Quick Connect from LiveVox we are able to remove all system constraints and allow our agents to focus on collecting. We are able to hit agent talk time of 60% with low, single-digit abandon rates, and have easy access to data that ensures we sustain the highest levels of client service,” said Doffie Howard, Director of Strategy and Analytics, Stellar Recovery.

Optimal Agent Talk Time Ratios

Collection agencies should aspire to a ratio of 60/20/20 for agent talk time versus wait and ready times — without having agents speak to answering machines. After analyzing client call data, LiveVox found that collection organizations need between 7 and 9 lines per agent to approach 60% talk time. Because most agencies provision only 2 or 3 lines per agent, they lack the capacity to achieve this productivity.

“Most have forgotten how to manage dialers for increased performance because of numerous system constraints,” said Louis Summe, Chief Executive Officer, LiveVox. “The more we talk with collection organizations running legacy dialers, the more we realize they manage around handicaps rather than creating effective and efficient processes to meet objectives. The difference of 12 minutes each hour of talk time can cost a 100-seat agency $400,000 or more each year in wasted labor expenses.”

Capacity requirements are fluid

The amount of calling capacity – the telephony infrastructure and lines-per-agent needed to achieve consumer contacts – is an ever changing metric. Capacity requirements can be extremely fluid. The right amount of lines needed on a campaign will vary based on the portfolio, call times and day of the week. If organizations lack line capacity, then they pay $0.30 a minute for agents to sit idle or speak with answering machines. If agencies provision too much capacity, they are paying for a permanent, fixed solution to a dynamic problem.

“Line starvation, like high blood pressure, is a silent killer. Symptoms are hard to pin down and you don’t know you’re suffering from it without the ability to analyze the right metrics,” said John McNamara, Chief Marketing Officer, LiveVox. “Agencies get stuck managing constraints and benchmarking their operations against other companies managing the same constraints. There is a better way for the industry to operate without getting bogged down in system limitations that burn up labor expenses and expose agencies to hidden telecom fees.”

About Stellar Recovery
Stellar Recovery is an Accounts Receivable Management Company (ARM) with corporate headquarters located in Kalispell, Montana. Stellar Recovery also has multiple collection centers in Kalispell and Denver, Colorado.  

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.