Why is analytics essential for your debt resolution process?

🔑 Key takeaways:

• Ophelos Analytics provides your team with data in real-time
• It allows you to fully understand performance, engagement and customer demographics
• You can now gain insights, create reports and make quick business decisions

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When it comes to debt resolution, any company that wants to gain valuable insights into their customers needs to be using transparent analytics.

Talking to our clients, we often hear how hard it is for them to obtain timely and reliable data on their collections processes. Traditional collections companies often leave their clients guessing with regards to when payments were received, what communications were sent to customers, and which customers set up repayment plans.

Here at Ophelos, we recognise this issue as an important problem to solve, and we want to make sure that our clients are up to date with the Ophelos collections processes.

We work hard to ensure that our data is anonymised, readily accessible, queryable, and downloadable to reduce your compliance risk and act with complete transparency.

This is where Ophelos Analytics comes in.

Ophelos Analytics is a platform that provides complete visibility into how Ophelos manages customers on behalf of our clients.

With Ophelos Analytics, businesses can:

• View and monitor live dashboards containing insights, KPIs and raw data on payments, communications, customer engagement and operations
• Query and download live data
• Create bespoke dashboards for custom reporting requirements

Discover and monitor performance

Transparency is one of our pillars. We believe in giving you complete visibility into our performance, providing you with up-to-date information on how we engage and work with your customers.

You will gain a clear picture of where we stand by providing statistics on:

• how many customers were escalated to us
• how many customers were sent back to you
• total debt escalated
• average customer debt
• total debt escalated over time

Additionally, we have designed a set of industry-specific KPIs with the purpose of feeding back key information on performance over time for specific collection objectives. These KPIs can be used to evaluate Ophelos' contribution to your business but also to provide targets for your teams, milestones to track progress and insights that can help employees across your organisation to make better, more informed decisions.

Understand customer engagement

Another set of metrics that you can access within Ophelos Analytics is related to how we communicate with your customers and how they engage with our service.

Traditional debt collection agencies are infamous for the way they communicate with their customers. With us, there are no incessant calls from unknown numbers or knocks on the door; Ophelos takes an understanding approach when communicating with your customers.

‍We are also completely transparent in providing you with data on all the communications that we have sent to your customers. With Ophelos Analytics, you will be able to see exactly how many and which SMS, emails, or letters each of your customers has received.

You will also gain access to analytics displaying how many people have engaged with the Ophelos platform by either sending us an inbound communication, visiting our website, setting up a payment plan or making a payment towards their debt.

Set up alerts and create your own reports

Additionally, Ophelos Analytics allows you to set scheduled alerts for changes in KPI data. You can schedule hourly, daily, weekly, or monthly email notifications to automatically monitor your chosen KPIs. That way you and your team will always be up to date on the relevant metrics.

At Ophelos, we truly believe that you should not only have access to the above mentioned collection metrics, but that you should also be able to query our data to fulfil your reporting and operational needs. Through Ophelos Analytics, you will have access to our raw data, which you can use to create your own dashboard, query it to obtain new insights, or download it for internal reporting.

One of the main features of Ophelos Analytics is the ability to make customised searches on our data. We provide a user-friendly way to query underlying data without requiring knowledge of database query languages like SQL. From searches, you can create downloadable tables and graphs that can be used for your bespoke internal reporting. For example, you may be interested in querying the exact set of communications that one of your customers received over time, or in extracting the date when they set up a repayment plan with Ophelos. With the search feature, you can go inside the data and truly self-serve.

Interested in hearing more?

Why not set up a demo.

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