Calling customers before they call you.
ICT Group’s alert messaging reduces your costs and increases revenue by proactively calling your customers using automated, not live, agents.
Every month, live agents field and make tens of millions of customer care calls that don’t really need an expensive human interaction. With ICT Group’s alert messaging, it doesn’t take a human being to make a human connection.
Alert messaging is a personalized, customized outbound call to a customer. Outbound alerts can substantially reduce your costs in two ways:
- Alert messaging reduces the volume of inbound calls for routine inquiries and transactions
- Alert messaging makes proactive calls that would not be cost-effective with a live agent
For just pennies a call, you can replace live agent handling of many of the repetitive calls that your business receives. Use automated alerts to proactively prevent routine inquires like:
- Online order verification
- Account balance/deposit confirmations
- Shipment arrival date inquiries
- Payment receipt inquiries
ICT Group’s alert messaging is even more valuable when you use it to reach out to customers, because it can cost-effectively reach more customers at critical times, including:
- Appointment confirmation
- Payment reminder courtesy calls
- Application approval notification (mortgage/loan/membership)
- Prescription refill reminders
- Insurance claim status updates
- Reactivation of dormant accounts
- Account status and change updates
Alert messaging also has a wide range of applications in loss prevention, including:
- Collections
- Fraud prevention and user identification
- Fraud detection and follow-up
- Severe weather alerts to insured customers
Automated outbound alerts can be seamlessly integrated with your in-house or outsourced contact center, so the customer can immediately talk to a live agent about more complex issues.
Automated outbound alerts are a win-win-win for everyone:
- The customer receives and appreciates a higher level of service
- Your live agents enjoy greater job satisfaction
- You increase revenue and reduce operating expenses, including reducing customer service and collections headcount