Smak Solutions at the Service of Your Success
We are here to ensure your clients get answers – promptly and professionally.
1. Gathering information about the status of claims and providing guidance to debtors:
Our agents respond to customer inquiries regarding the current status of their debts. This includes providing a detailed explanation of the claim amount, payment deadlines, interest calculations, and other relevant information. We offer debtors clear and precise guidance on debt settlement options, including payment methods and potential concessions.
2. Providing support to customers regarding collection and debt-related inquiries (collection help desk):
This segment includes technical and advisory support for customers experiencing difficulties with payments, whether due to system errors, delayed transactions, or other challenges. The goal is to ensure that every customer receives an appropriate response and solution, with an emphasis on professional and friendly communication.
3. Activation and support for electronic payment services through banks:
For customers who wish to use electronic payment services through banks, our agents provide assistance with the activation of these services. This includes data verification, explaining the registration and usage procedures, as well as resolving any technical issues to ensure a fast and efficient process.
4. Receiving information about payments or the need for debt rescheduling:
Customers often contact us to report completed payments or express the need for rescheduling existing debts. Our agents record all relevant information, check the status in the system, and provide customers with the necessary guidance on next steps, such as submitting a request for rescheduling or adjusting the repayment plan.
5. Handling calls related to compensation claims and collecting relevant documentation:
This segment involves collecting detailed information about clients' compensation claims and assisting with the submission of necessary documentation. Agents help clients understand the claims submission process, track the resolution status, and, when needed, communicate with the legal team to ensure timely and accurate processing of claims.
6. Monitoring payment statuses and addressing debtor inquiries during and outside working hours:
In addition to monitoring payment statuses, agents are available for any additional debtor inquiries, including checking outstanding amounts, confirming completed transactions, or reporting potential issues. Our systems provide flexibility, allowing users to receive responses even outside regular working hours, whether through automated services, email, or specially organized on-call teams.
Smak Solutions
Inbound Call Process
Call Reception
The customer contacts us, and our agents listen carefully to understand their need or issue.
Identification and Authentication
We collect basic customer information (e.g., name, account number) and perform authentication to ensure data accuracy.
Call Categorization
The call is redirected to the appropriate team or specialist (e.g., collections, technical support, customer care) based on the customer's request.
Inquiry Resolution
Agents provide real-time solutions – whether it involves information, technical support, or guidance on the next steps.
Customer Satisfaction Check
After resolving the issue, the agent confirms that the customer is satisfied with the service provided and has no further questions.
Call Logging
All important information and call outcomes are recorded in the system to ensure transparency and analyze opportunities for improvement.