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Collections actions in Customer Decision Hub

Within Pega Collections, in Pega Customer Decision Hub™, actions constitute the various ways in which you can engage your customers.

The following diagram breaks down the actions you can take to engage with the customers into quadrants based on the willingness of customers and ability to pay their debt:

Actions aimed at engaging customers in collections broken into four quadrants based on the customers willingness and ability to pay off their debt

 

The following table lists the collections-related actions along with their purpose, enabled channel and associated treatments:

Action

Purpose

Enabled channels

Treatments

Gentle payment reminders
  • Notify customers of the past-due amount
  • Connect on low-cost digital channels
  • Drive self-service payments
  • Email
  • SMS
  • Letter (if digital channels are not an option)
  • Information and rectification
  • Mild, non-threatening payment reminder
  • Quick links to self-service payment

Fee warning
  • Notify customers of impending fees.
  • Rotate channel from prior contact attempt.
  • Connect on low-cost digital channels.
  • Drive self-service payments.
  • Email
  • SMS
  • Letter
  • Consequences and rectification.
  • Direct, "Fees Coming," and "Account Suspension."
  • Quick links to self-service payment.

Agent Consult
  • Engage customers with Collections expert.
  • Get a reason for delinquency.
  • Collect single payment.
  • Agent assisted.
  • Letter (if digital channels are not an option).
  • Agent-assisted outbound; queues for Agent outbound call.
  • Agent consult letter; informs the customer that a CSR can help them with their situation.

Notice of fees
  • Notify customer of fees charged.
  • Connect on low-cost digital channels.
  • Drive self-service payments or inbound contact center interaction.
  • Email
  • SMS
  • Letter
  • Direct, "Fees Charged, and "Account at risk."
  • Quick links to self-service payment.
  • Contact Center Info.

Pre-default notice
  • Notify customer of impending default.
  • Give opportunity to prevent full default.
  • Drive self-service payments or inbound contact center interaction.
  • Email
  • SMS
  • Letter
  • Pre-default notice; notify customer of default status upcoming.
  • Pre-default notice (fee waiver); notify customer of default status upcoming and use Fee Waiver to collect payment.

Consequences of default
  • Educate customer on the effects of allowing account to default.
  • Give opportunity to prevent full default.
  • Drive self-service payments or inbound contact center interaction.
  • Letter
  • Consequences of default letter.
  • Total debt becomes due.
  • Credit impact.
  • Transfer to a third-party impending.

Default notice
  • Fulfill legal requirement to inform customer of account default status.
  • Letter
  • Default notice letter
  • Legally defined content

Transfer to agency notice
  • Notify customer of transfer of debt to third-party collections agency.
  • Give last chance to cure debt.
  • Email
  • SMS
  • Letter
  • Agent assisted
  • Transfer to agency notice; transfer happening in seven days.
  • Prevent transfer with payment plan; set up a payment plan to prevent transfer.
  • Prevent transfer with settlement; set up settlement to prevent transfer.

Transfer to agency
  • Add customer to the transfer file.
  • Reduce operational cost.
  • Other
  • Transfer to agency; a file containing customer data is delivered to a third-party agency.

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