Scale originations and recoveries with DelonApps. Predictive dialer + CRM integration, compliant scripts, QA, and analytics that turn calls into cash

Digital lenders grow (or stall) on the strength of two engines: efficient customer acquisition and reliable recovery. Both live and die by contact rate, right-party contact (RPC), talk time, promise-to-pay kept (PTP kept), and operational discipline. Building that machinery in-house is challenging: you need dialers, data, scripts, QA, compliance, and managers who can tune pacing and coach agents daily.

DelonApps provides telesales and loan recovery outsourcing engineered for digital lenders. We blend experienced agents, predictive dialer technology, deep CRM integration, QA and analytics to increase RPC, lift conversions, reduce roll rates, and protect brand reputation. Whether you’re a BNPL (Buy Now, Pay Later), consumer, micro-lender, or SME lender, we stand up a compliant, high-throughput calling operation—fast—and run it with measurable outcomes.

This guide explains the operating model, technology, scripts, KPIs, and compliance you need, plus exactly how DelonApps delivers them.

Why Outsource Telesales & Loan Recovery?

1. Speed to productivity: Stand up a staffed, tooled contact center in weeks, not quarters.
2. Cost control: Pay for outcomes; avoid CapEx on dialers, SIP, QA platforms, and WFM tools.
3. Expertise on tap: Scripts, scorecards, pacing rules, and coaching frameworks refined across lenders.
4. Elastic capacity: Scale up for campaigns (new product, repayment spikes) without permanent headcount.
5. Compliance comfort: Processes mapped to NDPR data privacy requirements and fair collection guidelines; QA to prevent reputational risk.

High-Level Outcomes We Target

• ↑ RPC (Right-Party Contact)
• ↑ PTP kept and cure rate (loans brought current)
• ↑ Conversion rate for telesales/upsell
• ↓ Roll rates (e.g., current → 30 → 60 → 90+)
• ↓ Average handle time (AHT)without hurting quality
• ↓ Complaints/Regulatory incidents (FCCPC-style fair treatment)
• Agent productivity: talk time/hour, occupancy, adherence
• Unit economics: cost per contact, cost per cure, LTV/CAC

Predictive Dialer 101 (and When Not to Use It)

Predictive dialer technology calls more numbers than available agents based on statistical pacing. When a human answers, it routes to an agent within milliseconds. Result: more talk time per hour and higher contact volume, which directly drives sales and recovery outcomes.

Dialer Modes

• Predictive: Maximum throughput; best for large lists, homogeneous segments, and early-stage collections. Control abandonment rate and set call timeouts carefully.
• Power/Progressive: Dials one line per available agent; lower abandonment; ideal for sensitive segments, high-value accounts, or when compliance is conservative.
• Preview: Agent reviews record before dialing; use for complex B2B, escalations, or special handling.

DelonApps approach: We rarely run “max speed” out of the gate. We tune pacing to your list size, time-of-day response, and complaint tolerance, then adjust daily. For sensitive segments (e.g., 60+ DPD or consumer complaints) we switch to power/preview and extend talk tracks for empathy and tailored plans.

Why CRM Integration Is Non-Negotiable

A dialer without CRM is a black box. A CRM without a dialer is slow. Together, they turn conversations into data, and data into cash.

Core integration features

1. Click-to-call & screen pop: Agents dial from the CRM; inbound connects pop the customer record with balance, status, and next best action.
2. Auto-logging: Every call auto-creates an activity with direction, duration, queue/campaign, agent, and recording URL.
3. Dispositions & workflows: Standard outcomes (e.g., PTP-Today, PTP-Friday, Refused, CBH—Call Back Home) trigger automations—schedule callbacks, send SMS/WhatsApp, update promise trackers, or escalate.
4. List management: Load, deduplicate, and recycle lists by business rules (e.g., “no more than 6 attempts/7 days,” “no calls after 7pm”).
5. Segmentation & scoring: Prioritize by risk, balance, recency, contactability, or marketing propensity.
6. Compliance controls: DNC flags, consent status, and channel preferences enforced at dial-time.
7. Analytics: Unified dashboards for RPC, PTP kept, cure rate, talk time, agent QA, and cohort outcomes.

DelonApps stack: Our middleware normalizes events, handles retries, and keeps the CRM as the source of truth.

The Operating Model (End-to-End)

1) Strategy & Segmentation

• Telesales: Warm leads (inbound forms), hot leads (abandoned applications), cross-sell (approved borrowers), win-backs (expired/denied).
• Collections: Early-stage (1–29 DPD), mid-stage (30–59), late-stage (60–89), pre-charge-off (90+), special handling (hardship/complaints).

2) Data Prep & List Hygiene

• Normalize phone numbers (+234/ +1), deduplicate, enrich contact fields, and tag consent.
• Enforce attempt limits, time-of-day rules, and time-zone.

3) Scripts & Talk-Offs

• Telesales: Benefit-lead opener, objection handling (fees, rates, trust), KYC clarifiers, close with next step (link/SMS).
• Collections: Empathy, validation, specific ask (date, amount), plan options, confirmation. Avoid threats or shaming ever.

4) Dialer Setup

• Choose mode per segment; set pacing, ring time, wrap time, abandon cap, and callback windows.
• Record calls with secure storage and retention controls.

5) QA & Coaching

• Scorecards for compliance, empathy, problem solving, structure, and outcome.
• Calibrations are weekly with supervisors and the client.
• Live monitor, whisper, barge-in for in-the-moment coaching.
• Flag low-score calls to coaching tasks with due dates.

6) Workforce Management

• Forecast volumes, set staffing, track adherence, shrinkage, and occupancy.
• Stagger shifts around response curves; use micro-huddles and power hours.

7) Analytics & Reviews

• Daily: RPC, PTP made, talk time, abandon, QA red flags.
• Weekly: PTP kept, cure rate by bucket, complaints, agent distribution.
• Monthly/Quarterly: CAC/LTV, roll-rate trends, cohort performance, strategy changes.

Scripts That Convert (and Collect) Without Damaging Brand

Telesales (sample outline)

1. Warm opener: “Hi, [Name]—you asked about [product] on [channel]. I can help you finish in 2 minutes.”
2. Benefit & proof: “Most customers get a decision in minutes and cash the same day.”
3. Qualify gently: “A few quick checks to tailor the plan.”
4. Handle top 3 objections: fees, trust, repayment.
5. Close with next step: SMS link + on-call walkthrough; confirm documents.

Early-Stage Collections (empathetic)

• “Hi, [Name]. I’m calling to help you get back on track with your [lender] account. Many customers miss a date—life happens. We can set a plan that works; would [date] for ₦[amount] be manageable, or is [alternative] better?”

Tone matters: calm, respectful, options-oriented. We never threaten, disclose publicly, or contact third parties without consent.

Compliance & Reputation Protection

• Privacy/Data: Respect NDPR-style principles—lawful basis, data minimization, secure storage, limited access.
• Consent & DNC: Record consent for calls/WhatsApp/SMS; honor Do-Not-Call and channel preferences.
• Contact windows: Time-of-day and frequency caps; quiet hours.
• Fair treatment: No harassment, defamation, or contact of the borrower’s contacts/employer without a lawful basis.
• Recording & retention: Inform about recording where required; secure storage with retention schedules.
• Complaints handling: Dedicated queue; quick callbacks; documented resolutions.

DelonApps guardrails are enforced in the dialer and CRM: you physically cannot dial a DNC contact or outside policy windows. QA polices tone. Supervisors review escalations daily.

Predictive Dialer & CRM Integration: The “How”

Architecture highlights

• CTI Widget in CRM (embedded dial pad + presence)
• Webhooks from dialer → CRM (call start/end, dispositions, recordings)
• API from CRM → dialer (load lists, pause/unpause, agent status)
• Middleware to normalize events, retries, and dedup
• Data warehouse feed for analytics dashboards (RPC, PTP kept, cure, agent KPIs)

Must-have workflows

• One-click callback scheduling tied to borrower’s preferred slot
• Promise tracker (due date, amount, status) with automated nudges
• Omnichannel follow-ups (WhatsApp/SMS/email) triggered by dispositions
• Real-time wallboards (queue, agent status, service level)
• QA review queue auto-populated by anomaly rules (e.g., long silences, high talkover)

Omnichannel Support: Voice + WhatsApp + SMS + Email

Voice remains king for RPC and conversions. But reminders and documents flow better on WhatsApp/SMS. We design channel choreography:

• Pre-call nudge: SMS/WhatsApp “We’ll call at 4:30pm re: your plan.”
• On-call close: Send link while on the call; agent stays to confirm.
• PTP reminder: Automated WhatsApp 2 hours before due; soft tone.
• Missed PTP: Switch to agent-led call within 24 hours; revisit options.

All messages are templated, consented, and logged in CRM.

Technology & Infrastructure

• Dialer: Asterisk/Vicidial, tuned pacing, skills-based routing, call recording, IVR menus.
• SIP trunks: Reliable carriers, QoS, failover routes.
• Softphones: WebRTC in the browser or secure SIP clients; SRTP/TLS.
• Security: RBAC, SSO/2FA, encrypted storage, audit trails.
• DR/HA: Redundant servers, database replication, nightly backups.

Quality Assurance & Coaching

• Scorecard dimensions: Compliance, opening, needs analysis, solution/plan, objection handling, close, empathy, documentation.
• Sampling: % of calls per agent + targeted (flagged by AI/metrics).
• Calibrations: Weekly sessions to ensure evaluators align.
• Coaching loops: Each low-score call generates a coaching task with a due date; supervisors track completion and improvement.

Workforce Management (WFM)

• Forecasting: Use historical volume + campaign targets; adjust for seasonality and pay cycles.
• Scheduling: Balance occupancy vs. burnout; schedule “power hours” at peak RPC windows.
• Real-time management: Monitor adherence; proactive break management; rapid recovery after system events.
• Performance incentives: Tie bonuses to PTP kept and QA, not just PTP made or dials.

Implementation Timeline with DelonApps

Weeks 0–1 | Discovery & Design

• Targets, segments, compliance constraints, scripts outline, KPIs
• CRM schema & integration plan

Weeks 1–2 | Tech Setup & Pilot Lists

• Dialer configuration, SIP trunks, CTI widget, middleware, wallboards
• Load cleaned lists; dry runs; QA scorecards

Weeks 3–4 | Pilot (20–30 agents)

• Daily metrics reviews; tune pacing, scripts, dispositions
• Add WhatsApp/SMS follow-ups; refine callback strategy

Weeks 5–8 | Scale-Up

• Increase agents; add buckets (mid/late-stage, cross-sell)
• Introduce advanced analytics and management dashboards

Ongoing | Operate & Optimize

• Weekly ops reviews; monthly executive reviews
• Quarterly strategy refresh (segments, incentives, scripts)

Example Outcomes (Illustrative)

• RPC: +25–40% via time-of-day targeting and predictive pacing
• PTP Made: +15–30% through script tuning and plan flex
• PTP Kept: +10–20% with reminder choreography and realistic commitments
• Cure Rate: +8–15% within 60–90 days for early buckets
• Complaints: –30–60% by routing sensitive cases to trained tiers and enhancing QA

Your baseline matters; we set realistic targets during discovery.

Pricing & Engagement Models

• Per-FTE (dedicated agents + shared supervision/QA)
• Per-outcome hybrid (base + incentives on PTP kept/cure)
• Campaign-based (fixed-term bursts for launches or backlog cleanup)

All models include QA, reporting, and compliance controls. Technology can be DelonApps-hosted or integrated with your systems.

Frequently Asked Questions

Q: Can you integrate with our existing CRM?
A: Yes—SuiteCRM, Vtiger, Zoho, HubSpot, Salesforce, or a custom build. We keep your CRM as the source of truth.

Q: Will predictive dialing generate complaints?
A: We cap abandonment and tune pacing to your risk appetite. For sensitive segments we use power/preview modes and expand talk time.

Q: Do you support WhatsApp/SMS legally?
A: We operate with consent, opt-out options, and logging in CRM. Templates are pre-approved and respectful.

Q: How do you ensure agent quality?
A: Scorecards, calibrations, live monitoring, and targeted coaching tasks. Bonuses tie to QA and kept outcomes, not just activity.

Q: How fast can we go live?
A: A focused pilot in 3–6 weeks, full-scale in 8–12 weeks, depending on integrations and approvals.

30/60/90-Day Plan (Cheat Sheet)

Days 0–30 – Contact & Promise Machine

• Clean lists, consent flags, time-of-day strategy
• Predictive dialer for early buckets; power for sensitive
• Scripts live; QA scorecards; WhatsApp reminders
• Daily RPC/PTP reviews; tweak pacing and talk-offs

Days 31–60 – From Promises to Payments

• Promise tracker + automated nudges
• Payment friction audit; add easy pay links
• Introduce hardship flows for higher kept rate
• Start agent incentives tied to PTP kept and QA

Days 61–90 – Scale & Deep Analytics

• Expand to more segments (mid/late buckets; cross-sell)
• Cohort dashboards (roll rates, cure by strategy)
• Workforce optimization; advanced call routing
• Quarterly business review; roadmap next experiments

Why Digital Lenders Choose DelonApps

• Contact-center DNA: Telesales + collections playbooks battle-tested across lenders.
• Tech mastery: Predictive dialer setup, CRM integration, omnichannel messaging, and analytics that leaders trust.
• Compliance by design: Privacy and fair-treatment guardrails in tools, scripts, and QA.
• Speed & flexibility: Pilot fast, scale smoothly, adapt to market shifts.
• Outcome focus: We manage to RPC, PTP kept, cure rate, and cost per cure—your real levers.

Call to Action

Want a collections and telesales engine that just works—predictable contacts, realistic promises, and cash that lands without reputational risk?

Book a 20-minute discovery call with DelonApps.
We’ll review your buckets, baselines, and tech stack, then propose a 30/60/90-day plan with clear targets for RPC, PTP kept, and cure rate.

DelonApps — Telesales & Loan Recovery Outsourcing for Digital Lenders
More right-party contacts. Better promises. Higher cures. Lower complaints.

Contact Us:

info@delonllc.com

https://delonapps.com/