Debt Management
You can now easily see that an account is behind in their payments or has been entered into the collections process when you access the Customer Dashboard. Agents can view debt insights without navigating to their customer information system, and can access information about the debt from within the Customer Dashboard so that they can support their customers and determine next steps. This feature enables agents to verify amounts required to prevent severance or exit the collections process.
Collecting debts and preventing interruptions of service is a goal of call center agents. This feature helps them clearly understand the status of debt collections or severance processes that are associated with an account, which supports an agent's confidence and helps them achieve first-call resolution.
Steps to Enable
You don't need to do anything to enable this feature.
Key Resources
- For more information about debt management, see "Using the Customer Dashboard" in the Oracle Utilities Agent Experience User Guide.