Astra ‘Transfer Agents’ can be leveraged for TCPA compliance and skill based routing

• Our skilled Transfer Agents will place calls and verify right party connects using a personalized script. These calls display Client ANI which drives inbound calls.
• The verified right party connects will be warm transferred to Client into a dedicated hunt-group and all incoming calls to the client will be preceded by called party ANI for skill based routing and tracking.

This program comprises a team of specialized Astra ‘skip agents’whose services can be availed to establish, verify and update new contact information.

• Dedicated team of skip trace agents who access the Client Collection System (via a secure VPN link) and work a skip work-queue/ campaign.
• Agents access skip trace tools, both free internet search and paid services such as TLO, Lexis Nexis, and Accurint.
• Upon identifying new location, an information agent updates the account with information of the new location.

Skip, Verify and Transfer

• Skip trace agent makes outbound calls to the new phone numbers found on the account.
• Upon making a live-connect, a skip trace agent verifies if they are talking to the “right party”.
• Right party contacts are transferred via a three-way conference to the Client collection center.

Astra can be leveraged to improve Quality Monitoring Functions:

• The clients will be provided with a dedicated Remote Quality Monitoring (RQM) Team responsible for the monitoring of Right Party Connects, Other Party Connects, Answering Machine Messages, Correspondences and Account Notes.
• Clients will provide all call recordings via SFTP access at a pre-determined frequency.
• For reviewing account documentation and updating notes on accounts, the client will provide RQM team with access to the collection database via secure VPN tunnel.
• This team will be able to listen to all the call recordings and scores based on pre-agreed form, as well as provide Collections Talk-off, Regulatory Compliances, Account Handling Procedures and Documentation on a predefined timeline.
• This team will then conduct frequent call calibrations with Client Representatives and Performance Managers.
• In addition, if the client’s requirement is to audit accounts against a pre-defined set of parameters, a dedicated team can be offered, catering to the same.

Key Benefits

• Trained and qualified specialists are hired to perform the functions using established procedures for better management of time and cost.
• Some offline back-office tasks are completed during Indian daytime after close of business in the US/ Canada resulting in lower turn-around times.
• Our process is governed by collaborative approach and transparency which helps us to deliver efficient and quality services.

EXPERIENCE: A Client Case Study

We offer end-to-end solutions right from engaging on multiple channels and mediums to scrutinizing such communications in order to generate business insight for our customers to take informed and rational decisions. In the past, we have strengthened our relationship with many medium and large scale enterprises across the world.

Most recently, we helped one of our clients, a medium sized collection agency meet their compliance and regulatory requirements by employing cost effective measures.

The agency had been previously, monitoring 5-10 calls per agent where the tenure of an agent was not more than 12 months.

Astra put together an expert core team which

• Increased their call monitoring frequency and sample size by up to 300%.
• 100% Compliance parameters were met within the first 90 days due to regular feedback and reporting.
• Realized a cost savings of approximately 57% over the QA staff if hired in the US.
• Helped achieve the monitoring requirements of their clients who were overwhelmingly large scale debt buyers and credit grantors.

This comprehensive model which necessitates rigorous set of compliance and monitoring requirements has helped the enterprise support their large consumer base.

Recently, when one of their clients conducted a CFPB style audit, no gaps were found in quality monitoring and assurance procedures.