Simplifying the Notification Process - Santa Rosa Robo Calling Service

The best way to improve timely payments are through reminders.  Call back services can strain staffing resources.  Mail takes longer and doesn’t always gain the expected return.  Somewhere between a full technology solution is another possibility that has been proving both useful and efficient in Santa Rosa County.  IVR has become a big part of their call back notification service.  Technology doesn’t always have to be costly.  Consider the Santa Rosa solution and see what you think.

Voicent is a Call Center Software Company offering automated solutions for robocalling, text messaging, and emailing automated messages to users for various messaging needs. 

The Voicent Robo Calling service has proven cost effective and efficient for reaching customers while limiting Santa Rosa creates a messaging list with name, case, total due, installment amount, and due date from their case management system.  Messages are triggered by events in the system for upcoming or late payments.  Each event matches up to cases in the system and is then delivered through the IVR to customer names in the list. Template messages for each customer based on notification type should be preset for automated loading for each new call campaign. Voicent offers workflow integration to enable triggers for dates and template usage.  Reporting tracks all activity with each Voicent call campaign. Emailing also can be employed and should be reviewed for viability.

Pre-recorded messages are delivered to accounts for payments due within 5 to 6 days.  Additional calls are made 4 to 5 days after payments are late. 

Monthly Robo Calling Statistics

December 2023  January 2024

  • Reminder Calls 628 Reminder Calls 602

  •   Late Calls 345 Late Calls 336

  •   Defaulted/Suspended 120 Defaulted/Suspended 103

  •   Recovery Rate 80% Recovery Rate 82%

If you’d like to know more about the Robo Calling Solution for the Santa Rosa Clerk’s Office contact: Karen Jacobs, Santa Rosa County, Clerk of Court, Manager Traffic Division, Central Cashiers, and Collections, (850) 981-5659  Email : Jacobsk@santarosaclerks.com

Don MurphyComment