Tag Archives: contact centre

cost to collect

Is Your Collections Strategy Costing You More Than It’s Collecting?

The Hidden Cost Problems in Collections.

In credit and collections, performance is often measured by resolution rates, recovery percentages and compliance standards. But there’s another metric that deserves equal attention and that’s cost to collect.

If your organisation is increasing outbound calls, printing letters and expanding headcount to maintain performance, the uncomfortable question is…

Is your collections strategy costing you more than it’s collecting?

As customer behaviour shifts toward digital engagement, traditional human-centric models are hitting a capacity ceiling. Meanwhile, AI-powered digital collections strategies are reducing cost to collect ratios while improving customer experience.

The True Cost of Traditional Collections

Traditional collections strategies rely heavily on:

  • Outbound dialling teams

  • Inbound call centre agents

  • Paper letters and postage

  • Manual identification and verification (ID&V)

  • Agent-led payment plan setup

These approaches come with fixed and variable costs:

  • Salaries and training

  • Infrastructure and telephony

  • Postage (with no guarantee of receipt/open/read rates)

  • Missed call attempts

  • Repeat customer contact

In many cases, organisations are increasing activity simply to maintain existing performance levels. Meanwhile, customer preferences have evolved.

Customers Have Changed, Has Your Strategy?

Research shows that over three quarters of customers prefer non-voice communication.

Customers increasingly expect:

  • Messaging instead of phone calls

  • 24/7 access

  • Self-service options

  • Fast responses

  • Reduced confrontation

If you sell digitally, you must service digitally. Non-voice engagement including SMS, webchat, email and secure digital portals are no longer a ‘nice to have.’ They are fundamental to modern customer contact strategies.

Yet many collections operations still treat digital as a support channel rather than the primary engagement engine.

The Capacity Ceiling Problem

Human-only collections models face a simple limitation, people can only handle so much volume. Agent productivity is constrained by:

  • Talk time

  • Queue management

  • Breaks and shift patterns

  • Training requirements

  • Emotional load

As volumes increase during peak season, economic shocks or marketing campaigns, organisations either:

  • Hire more staff

  • Accept longer wait times

  • Increase complaint risk

  • Or reduce quality of engagement

None of these reduce cost-to-collect. Digital-first strategies, by contrast, scale without linear cost increases.

How Digital Collections Reduce Cost to Collect

A modern digital collections strategy combines:

  • AI-powered conversational platforms

  • Secure SMS and digital letters

  • Self-service debt management portals

  • Automated ID&V

  • Intelligent workflow routing

Here’s where the cost savings occur.

1. AI Handles High-Volume, Low-Complexity Tasks

Conversational AI within platforms such as Omnireach have analysed over 200 million collections conversations across multiple DCA’s over a 5 year period.

This enables AI to:

  • Identify customer intent

  • Complete ID & verification

  • Respond to FAQs

  • Set up payment plans

  • Confirm balances

  • Route vulnerable customers appropriately

The NLP (Natural Language Programming) engine achieves a high intent and sentiment match success rate. This means fewer agent interventions for routine enquiries, freeing staff to focus on complex and vulnerable cases.

AI doesn’t replace agents. It multiplies their effectiveness.

2. Self-Service Reduces Call Dependency

Self-service debt management platforms, such as Resolution, allow customers to:

  • View balances

  • Set up payment plans

  • Complete income & expenditure checks

  • Make secure payments

  • Upload documents

All without agent assistance.

When customers resolve digitally:

  • Inbound call volumes drop

  • Agent talk time becomes more meaningful

  • Resolution speed increases

  • Customer anxiety reduces

This directly lowers cost to collect.

3. Digital Messaging Outperforms Paper

Traditional letters have:

  • Uncertain open rates

  • Delayed engagement

  • Higher cost per contact

Secure SMS and digital letters provide:

  • Instant delivery

  • Measurable open rates

  • Click-through tracking

  • Embedded payment journeys

SMS has some of the highest engagement levels of any communication channel.

Digital also allows staged workflows:

  • Friendly reminder

  • Signposted support

  • Payment options

  • Escalation triggers

Automation reduces manual workload while improving engagement.

Cost Reduction Without Reducing Empathy

There is a misconception that reducing cost-to-collect means reducing customer care. The opposite is true. When AI identifies vulnerability signals within digital conversations, customers can be prioritised earlier and more accurately. They can then be allocated to a live agent.

This prevents:

  • Escalated complaints

  • Repeat contact

  • Payment plan breakage

  • Regulatory risk

Empathy, when supported by intelligent automation, becomes more consistent, not less.

Measuring the Real ROI of Digital Collections Strategy

A strong digital collections strategy improves:

  • Cost to collect

  • Resolution rates

  • Agent productivity

  • Customer satisfaction

  • Vulnerability identification

  • Complaint reduction

In AI-supported environments, up to 80% of customer intent can be identified at early adoption stage. That early clarity drives faster outcomes. And faster outcomes reduce costs.

The Strategic Question for 2026

As economic pressure continues and operational costs rise, collections leaders must ask:

  • Are we scaling intelligently?

  • Are we investing in productivity multipliers?

  • Are we meeting customers where they prefer to engage?

  • Or are we adding cost to maintain legacy processes?

Only scalable, digitally enabled organisations will maintain agility in the next five years. The rest risk rising operational spend without proportional return.

Final Thought: Efficiency and CX Are Not Opposites

Reducing cost to collect does not mean becoming transactional.

It means:

  • Removing friction

  • Automating the predictable

  • Empowering self-service

  • Prioritising vulnerability

  • Supporting agents with AI

A well-designed digital collections strategy does something powerful. It reduces cost and improves customer outcomes at the same time. And in modern credit & collections, that dual impact is no longer optional, it is essential.

Cloud Contact Centre

Best Cloud Contact Centre Software: Top Solutions for Modern Businesses

Introduction

Customer support can make or break your brand. Traditional call centres are no longer enough to deliver customer excellence. Customers expect seamless, omnichannel experiences that are fast, efficient, and personalised.

This is where cloud contact centre software comes in. By combining scalability, flexibility, and advanced features like AI-powered automation and analytics, modern contact centre solutions transform traditional customer service.

In this article, we’ll explore what makes the best cloud contact centre software, key features to look for, and why Saascoms stands out as a top choice for businesses in 2025.

Why Choose Cloud Contact Centre Software?

Cloud contact centre software offers significant advantages over traditional on-premise solutions:

  • Accessibility Anywhere – Agents can work from any location, ensuring uninterrupted support for remote teams.
  • Scalability – Quickly adjust capacity as your business grows or during peak periods.
  • Cost-Efficiency – No large upfront infrastructure costs; pay for what you use.
  • Seamless Updates – Receive automatic software updates without downtime.

Modern customers expect multi-channel communication, calls, emails, live chat, social media messages, and even SMS. Cloud software integrates all these channels into a single platform, giving agents full context for every customer interaction.

Key Features to Look for in 2025

  1. Omnichannel Support
    Handle customer interactions across all channels seamlessly, ensuring that every touchpoint is consistent and tracked.
  2. AI and Automation
    From chatbots answering common questions to predictive call routing, AI enhances both efficiency and the customer experience.
  3. CRM Integration
    Integrated customer data helps agents provide personalised support, improving satisfaction and loyalty.
  4. Analytics & Reporting
    Real-time dashboards, KPIs, and insights into agent performance allow managers to optimise workflows and identify improvement areas.
  5. Security & Compliance
    Ensure the software adheres to regulations like GDPR, HIPAA, or PCI DSS, especially if handling sensitive customer information.

Why Choose Saascoms Cloud Contact Centre Software?

Saascoms Omnireach stands out due to its ease of use, robust AI tools, and exceptional scalability, making it a future-proof choice for modern businesses. Multi-award winning, Omnireach is the choice of over 700 global brands, powering customer services for retailers, utilities, finance and credit industries.

How to Evaluate the Best Option for Your Business

When choosing cloud contact centre software, consider:

  • Business Size & Requirements – Enterprise vs SMB, volume of interactions, channels required.
  • Feature Set vs Cost – Balance advanced features with your budget.
  • Integration Needs – Ensure compatibility with existing CRMs, ERP systems, and other tools.
  • Ease of Implementation – Look for solutions that allow quick onboarding with minimal disruption.
  • Vendor Support & Reliability – Opt for vendors with strong customer support and uptime guarantees.

Conclusion: Choosing the Right Cloud Contact Centre Software

The right cloud contact centre software can revolutionise customer support, improve operational efficiency, and drive business growth. With advanced AI, omnichannel support, and seamless scalability, solutions like Saascoms empower businesses to deliver exceptional customer experiences.

Contact Saascoms
How contact centre software works

A Beginner’s Guide To How Contact Centre Software Works

Introduction

Customer support is no longer just answering phone calls. Today, organisation must manage inquiries across multiple channels which include calls, emails, live chat, social media, and more.

Contact Centre software is the technology that makes this possible. Modern platforms like Saascoms Omnireach integrate communication, automation, and analytics to help businesses deliver faster, more personalised support.

This guide explains how contact centre software works, its core features, and why it’s essential for modern customer service operations in order to succeed.

What Is Contact Centre Software?

Contact Centre software is a platform that helps organisations manage all customer interactions in one place. Unlike traditional call centres, which focus mainly on phone calls, modern solutions handle omnichannel communication, including:

  • Phone calls
  • Email and SMS
  • Live chat and chatbots
  • Social media messages

Cloud-based software, like Saascoms Omnireach, allows agents to work from anywhere while providing managers with real-time insights into performance.

Core Functions of Contact Centre Software

  1. Call Routing
    Automatically directs calls to the right agent or digital responder based on skill, availability, or customer history, reducing wait times and improving efficiency.
  2. Omnichannel Messaging
    Integrates multiple channels into a single interface, allowing agents to respond to emails, social messages, or chat requests without switching tools.
  3. Ticketing Systems
    Tracks and manages customer issues from start to resolution, ensuring nothing falls through the cracks.
  4. Automation & AI Tools
    Chatbots, virtual assistants, and AI-powered workflows handle routine queries, freeing agents to focus on complex tasks while resolving the majority of day to day questions.
  5. Reporting & Analytics
    Provides real-time dashboards, KPIs, and actionable insights to optimise agent performance and overall customer experience.

How Cloud SaaS Platforms Differ from Traditional Software

Traditional contact centre software requires expensive on-premise hardware, complex installations, and lengthy maintenance. Cloud SaaS platforms offer:

  • Remote Access – Agents can work from any location with an internet connection.
  • Scalability – Easily add or remove users and features as your business grows.
  • Automatic Updates – Receive new features without downtime or manual installation.
  • Lower Costs – Subscription pricing avoids high upfront investments.

SaaS solutions like Saascoms Omnireach combine these benefits with modern features like AI-powered automation, analytics, and omnichannel support.

Real-World Example: How Saascoms Streamlines Customer Support

Imagine a customer sends a query via chat, email, and phone call about an order issue. Without integrated software, these interactions are handled separately, creating delays and frustration.

With Omnireach all communications appear in one user interface:

  • The system automatically creates a single ticket for the order issue.
  • AI suggests the best response based on previous interactions.
  • Managers access real-time dashboards to monitor response times and agent performance.

The result? Faster resolutions, higher customer satisfaction, and improved agent productivity.

Conclusion: Understanding the Technology Behind Modern Contact Centres

Contact Centre software is no longer optional, it’s essential. By centralising communication, leveraging AI, and providing real-time insights, SaaS platforms like Saascoms Omnireach enable businesses to deliver consistent, efficient, and personalised customer support.

Investing in the right contact centre software ensures your business can meet modern customer expectations while optimising operations for efficiency and growth.

Levelling the customer services playing field

Levelling the Customer Services Playing Field with performance driven software

Introduction

Customer services, customer experience and contact centre software are big business. In the UK, according to the Office of National Statistics (ONS) there are over 1.3m people employed in the industry. For small and medium sized organisations, levelling the customer services playing field can be a challenge due to the resources of larger businesses. State of the art phones systems, AI software and digital platforms are all expensive to develop.

levelling the customer services playing field

The Saascoms Model

At Saascoms, we have developed award winning customer services and contact centre software which powers over 700 brands across the globe. As a third-party developer, we have economies of scale driven by a significant client base. This enables our clients to contact on their core business, not developing expensive software.

Our solutions have been levelling the customer services playing field since 2004, by offering a pay as you use solution. As a result, small and medium sized organisations can benefit from state-of-the-art customer service solutions – without a prohibitive price tag.

At Saascoms we don’t set contract lengths or minimum use clauses. We tailor our software solutions to each and everyone of our clients, which is why we have over 95% client loyalty.

levelling the customer services playing field

Saascoms Customer Services Solutions

At Saascoms we have award winning customer service solutions whatever the size of your contact centre. We’re levelling the customer services playing field with our platforms:

  • Omnireach – combine all your digital customer contact threads into a single communication. From Webchat to SMS, Email to WhatsApp, Omnireach delivers a seamless customer journey which is powered by advanced AI. Should the AI not be able to provide a resolution, all the communications are forwarded to a live agent on a single screen.
  • Mailmaster – delivering secure letters digitally be either SMS or email. Reduce your postage and print costs, increase engagement and reduce your carbon footprint.
  • Resolution – the self-serve debt management portal which provides your customers with the power to manage their repayments and clients with an immediate snapshot of activity. Designed for DCA’s, Retailers and Utilities in mind.

Conclusion

Global brand or small business, Saascoms is levelling the customer services playing field for organisations. Winner of the National Innovation Award and multiple Credit & Technology Awards you can be confident in Saascoms. Plus, be secure in the knowledge our UK developed solutions will reduce costs, drive efficiencies and increase customer satisfaction.

For a demo or more information – get in touch.

customer service satisfaction levels

Customer Service Satisfaction Levels – the secret to building your business?

Introduction

If only companies and organisations had customer service to match their sales channels? Just how powerful and successful would they be? Sales tends to be seamless, whether online, instore, by App or social media – purchasing is the easy bit. However, should the product or service not live up to expectation, just how easy is it to rectify? Customer service satisfaction levels are not where they should be.

The Good

According to the Institute of Customer Service and their most recent awards ceremony, the likes of Ocado, Specsavers, Octopus Energy, Dulux Decorator Centre are all worth a mention. Outsource Accelerator also names John Lewis, Amazon, British Airways, M&S and more. Good customer service promotes loyalty, referrals and positive feedback. Remember it’s cheaper to keep a customer you have than attract a new one!

customer service advisor

The Bad

According to the UK Customer Satisfaction Index, levels are at their lowest since 2010, which has been predominantly caused by cost pressures on organisations, staff shortages post Brexit and lack of investment. A New Britain survey in 2025 found 78% of respondents were frustrated by customer services responses. So we have a very real problem in terms of the quality of customer service.

Annoyed at customer service

The Ugly

So where are customer service satisfaction levels at their lowest? The sectors ranked the most frustrating by consumers from the worst include: GP and NHS Appointments, Local Council Services, Energy Suppliers, Train Operators, Broadband and Insurance companies.

On the whole Public Sector ranks lower than Private Sector, but is that to be expected as you don’t have choice in the Public Sector?

Customer Service Satisfaction Levels – how Saascoms can help

Saascoms Contact Centre, Customer Services Software and messaging services are currently utilised by over 700 global brands, helping them deliver outstanding customer service.

Omnireach is our signature product, delivering multi-channel digital communications driven by AI to reduce customer waiting times. Omnireach resolves up to 93% of issues digitally and for clients ‘serve more customers accurately and reduce contact centre costs’.

Mailmaster can securely send digital letters to customers, speeding up the delivery process and reducing postage costs. It can also be used for setting appointments, customer surveys and more.

txtpro is our SMS service ideally suited to marketing campaigns or communicating important information to customers. All from a self-service portal.

Resolution is our self-serve debt management portal. Financial debt is a sensitive and emotional subject, Resolution gives the power and the dignity back to the customer to manage repayment plans.

Man v Robot

Conclusion

Good customer service can improve brand reputation, increase customer loyalty, customer referrals and positive word of mouth. Bad customer service satisfaction levels can impact your brand, your top and bottom line and lead to negative feedback.

Saascoms software solutions can deliver tangible improvements to your customer services rating, while helping increase efficiencies, reducing costs and increasing satisfaction.

Contact Centre Costs

Contact Centre Costs – the top 5 pain points

Introduction

The digital world has seen a steady increase in online purchases, services moving from the high street to the desktop and a move towards remote customer service. Contact centres have been steadily growing to cope with demand, their remit varying from outbound sales to inbound enquiries and service. Although It is a competitive industry, contact centre costs are key to winning business or maintaining profit margins.

contact centre costs

What are the top 5 contact centre costs and how can Saascoms awards winning software support organisations to reduce these:

Labour Costs

The number one expense for any contact centre is people. This includes salaries and taxation, hiring and training, wellbeing and personnel support. Saascoms Omnireach digital chat platform can assist in taking the administrative tasks away from contact centre agents such as ID&V, which on average reduces agent time by 2 minutes – making agents more productive or reducing the headcount required.

Technology & Infrastructure

Telephony, CRM software, IVR systems, ongoing maintenance, updates and licencing are all significant call centre costs. Saascoms software including Omnireach, Resolution and Mailmaster can all be installed within a few days with no fixed term contract and a pay by use commercial model. Saascoms software is cost effective no matter what size of organisation because of these benefits.

Real Estate & Facilities

Office rent, utilities, furniture and equipment are all required to accommodate call centre staff. Hybrid models still require remote equipment and potentially appropriate furniture. Saascoms Omnireach digital chat platform operates 24/7/365, using advanced AI to resolve customer queries. Examples may include making payments, checking a balance, initiating a return, checking account details and more. As a result, Omnireach reduces the overall physical agent requirement. This has a knock-on effect for the overall size of contact centre and requirement for remote out of hours physical support.

Compliance & Security

ISO, Cyber Security, GDPR, Audit and Call Recording are all costs incurred by a contact centre. Saascoms is ISO27001and Cyber Essentials Plus. Our software platforms are built and hosted in the UK. Plus our client data is also stored in the UK, providing our customers with all the security they need. Saascoms is also an approved G Cloud HMRC supplier, another measure of our security and compliance levels.

Customer Experience

Monitoring, feedback, analytics and performance management all measure how a contact centre is performing and are essential in ensuring quality. At Saascoms our platforms have built-in reporting suites to interrogate data. Our AI learns and improves outcomes and our client CSAT scores improve by an average of 12% using Omnireach and Mailmaster. As a result, our clients can further improve their performance in a virtuous circle.

Conclusion

Summing up at Saascoms we live and breathe contact centres and understand the key contact costs. Our software platforms are designed to reduce costs, improve efficiencies and increase performance. Arrange a demo with our team to see just how our award winning technology can support your organisation.

Contact Saascoms
Man v Robot

Call Centre Agent v AI Chatbot – who wins the customer service battle?

Introduction

While call centre agents have long been the backbone of customer support, AI chatbots are becoming increasingly sophisticated. But which one is better? The truth is both have their strengths. Let’s compare five tasks where each excels and see why with Agent v AI Chatbot the best approach might be a hybrid one.

Call Centre Agents Are Best

1. Handling Complex or Emotional Issues

Customers need empathy and understanding, especially in stressful situations. Human agents can read tone, adjust their responses, and provide comfort in ways AI can’t. Plus sometimes it’s just nice to talk to someone.

2. Negotiating & Problem-Solving

Disputes, refunds, or special cases often require creative solutions. A call centre agent can adapt to unusual requests and negotiate resolutions AI wouldn’t and couldn’t think of.

3. Building Customer Relationships

A great agent doesn’t just solve problems, they connect with customers, strengthening brand loyalty and trust through meaningful interactions, humour and rapport.

4. Handling Multi-Step Queries

When a customer’s request involves multiple departments or processes, human agents can navigate complexities much better than AI.

5. Understanding Accents & Dialects

AI speech recognition has come a long way, but humans still outperform chatbots in understanding regional accents, slang, and nuances. How often do you shout at your smart speaker!

Man v Robot

AI v Human

AI Chatbots Are Best

1. Instant Responses & 24/7 Availability

AI chatbots never sleep! They handle thousands of queries simultaneously without customers waiting on hold.

2. Processing Routine Queries

Need to reset a password? Track an order? Get store hours? ID&V? AI chatbots are perfect for repetitive, straightforward tasks.

3. Speed & Efficiency

AI instantly retrieves data and provides answers faster than any human could. No small talk, just solutions.

4. Data Handling & Integration

Chatbots integrate with CRMs, databases, and customer histories to instantly pull up relevant information.

5. Multilingual Support

AI can communicate in multiple languages instantly, making it a great option for businesses with global customers.

The Best Solution? A Hybrid Approach!

Rather than deciding Agent v AI Chatbot, businesses should combine AI chatbots with human agents to create a seamless customer experience.

  • AI Chatbots handle fast, simple queries and direct customers to the right resources.
  • Call Centre Agents step in when empathy, problem-solving, or human insight is needed.

Using an AI driven omnichannel software platform such as Saascoms’ award winning Omnireach, combined with trained agents, provides the backbone to many global brands customer services.

While call centre agents have long been the backbone of customer support, AI chatbots are becoming increasingly sophisticated. But which one is better? The truth is both have their strengths. Let’s compare five tasks where each excels to see why the best approach might be a hybrid one.

Contact Saascoms