A lot has been written about big data and mass customisation. The objective of finding unique insights so that you can treat large populations differently is a noble cause, and it’s worth fighting for. Wouldn’t we all love to be treated as individuals? As unique human beings?
The solution to this challenge is no longer to find unique insights and improved, customised strategies. The challenge is more complex: how does a business reorganise in order to empower 1,500 people, in multiple locations, to work each account just a little bit differently, just a little bit better?
Data-driven customer insights are used to segment customers and ensure that the conversation the agent has with a particular customer is tailored to provide the best customer experience and outcome.
Similarly, business intelligence is used to boost agent performance by pinpointing individual areas of weakness, highlighting competency gaps, and identifying employees who require assistance. This enables them to have better conversations with our customers.
The mechanism Nimble uses to provide the agents with these data-driven insights is our Virtual Forms and Tags (FAT). These Forms and Tags are rendered within the collection system, displaying contextual information and data that is used to assists the agent to have more meaningful discussions with the customer.
These Forms and Tags are completely dynamic and can be created and configured as and when the need arises. Think of it as a virtual assistant. It’s an electronic coach sitting on the screen waiting to help the agent. It is also a virtual manager. It gives customised instructions to the agent that are relevant only to that particular debtor.
In addition to the instructional benefits (i.e. providing guidance to the agent), Forms can also be used to collect information pertaining to the customer or account. This information is analysed to help provide further insights into how we can improve the customer experience.
Tags are used to show bitesize information, as opposed to Forms, which provide detailed information. Tags are used to highlight important pieces of information pertaining to the customer or the account. They are displayed as virtual post-it notes, and draw the agents’ attention to pertinent information, for example ‘DebiCheck mandate not authorised’ or ‘2 Days left to cure the account’.
The dynamic and configurable nature of Forms and Tags has enabled Nimble to implement different types of mass customisation and bulk training. As we find ourselves in this COVID-19 pandemic, Nimble is using our Forms and Tags to communicate important information on new mandates to the agents and debtors.
This is especially helpful during this time of lockdown, where there is no option for classroom training.
Written by: Mari Gaertner, Nimble Group Chief Information Officer