Two tools used for O2C outsourcing

Some of the tools that are used in an O2C application are as follows:

1. ERP application: Each client that goes for outsourcing of their O2C process uses one of the various ERP packages available today like SAP, Oracle, etc. The ERP relates to a software system, that integrates different function within the business. e.g. a sales order generated by the order management team can be seen by the warehouse manager to fulfill and prepare the order for . shipment. This SO can then be directly converted to an invoice. When the payment is received, the cash can be applied to the invoice directly in the ERP itself .

This reduces the manual paper flow within the various departments and increases the process efficiency. It also keeps the client's data on all business transactions in one single place to be accessed by various parties on the client side as well as the service provider.

Telephony tools: As we have discussed that telephone call is the most effective tool for collection. In this context, the telephony tools become indispensible for the functioning of the collection team. These tools make the collection team members more productive and the collection process more compliant with the regulations. Similarly, query resolution team receives calls from the customers or may have to call them. Some of the telephony tools that are used by the a2e teams are discussed below:

a) Call recording tools: These tools allow automatic recording of the calls being made or received. The recording of the call helps monitor the quality of the call in terms of language skills, voice skills and the collection and negotiation skills of the caller. Apart from monitoring quality, a recorded call can also be used for training other team members on dos and don'ts to be followed while talking to the customers. In some cases the law may require that the recording of the collection call should not be done if the customer does not want the conversation to be recorded. In such situations, the recording tools also enable the collection agents to turn off the recording for the collection call.

b) Automatic Call distributor: This tool allows the incoming calls to be distributed to the available team members evenly and based on availability. This allows for a proper distribution of workload and also management of the incoming call traffic with the team members that may be available to handle the calls. For example, when the customers call with a query, incoming the calls can be automatically distributed to each member of the query resolution team.

c) Computer Telephony Integration: This integrates the customer contact information stored on the computer's database with the telephone line and helps to dial out automatically. It also listens for a human voice at the other end before handing over the call to the collection agent. This saves a lot of time for the collection teams in manual dialing and waiting for electronically recorded voice messages to be over.

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