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Capabilities
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SCM capabilities and operational details:
Accounts Hierarchy
SCM provides the ability to define multiple levels of hierarchies or account segments. Each level in the hierarchy represents a certain attribute or grouping criteria, such as grouping on the basis of; Product, Bucket, Cycle or State
Accounts could also be grouped based on special work activities. According to the rules defined the solution will control the flow of accounts from one group to another.
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Collection States & Workflow
SCM controls and monitors the collection states. The solution is able to group similar collections in the same state and define the possible actions available. It automatically moves the account from one state to another or from one functional area to another based on the actions or rules applied on this account.
The solution also allows for handling special states manually based on the defined security permissions.
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Collectors Work list
As accounts are assigned for collection activities; each collector has his work list. Accounts in the collectors work list are divided into queues. Accounts are transferred between queues automatically based on the account state and collection activities. Work lists for each collector include pending queues, worked queues, pending promises, resolved promises, and broken promises
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Collector Activities
SCM records all the activities done by the collectors on each account. Collectors should be able to input appropriate notes depending on the action type. The solution categorizes and records activities like; phone calls, meetings, tasks, promises and others. The solution as well records the number of calls, balance…etc
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Supervisor work list
Supervisors will be able to keep track of accounts with no recent activities, failures to contact a certain customer, accounts with broken promises, delayed cash pickups, transfers that are on hold, and the ability to approve or reject any request referrals
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Comments and Notifications
Collectors and supervisors are able to add comments to a certain account. Collectors are notified of new comments, thus ensuring the delivering of information to the right person, which in turn reduces the possibility of conflicts.
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Reporting
SCM has a built in powerful reporting engine that facilitates the creation of customized reports, other than the set of standard reports available such as; collector productivity report, promise to pay report, delinquent portfolio report, Was-Is status report, self curing report and others.
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Users and Security
SCM allows system administrators to define new users and groups, with a specific set of access permissions.
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