Managing Collections in Interaction Center 

Purpose

You can use this business process to receive a payment from the customer during a customer contact and post it in the system. The customer gives you either their bank details or credit card number so that you can collect the payment amount, and you select the relevant data as payment connection to be debited when you post the payment.

Prerequisites

The customer has open (due) items in the account balance for their business agreement.

Process

The following business process runs in SAP CRM:

...

       1.      Generate call list

       2.      Manage call list

       3.      Prepare call for interactive collections

       4.      Run interactive script

       5.      Accept payment authorization

       6.      Accept promise to pay

...

...

Result

You have accepted a payment for the selected items. The payment is now displayed in the payment list for the business agreement as an incoming payment and can be stopped by the agent, if necessary. The system flags the selected items for payment.

In the case of automatic debit and card payments, the system records the payment method in the items. In the case of one-time card payments, the system adds an attachment to the items containing the specified card data.

The system creates payment advice notes for bank transfers and check payments. As soon as the incoming payment can be assigned to the items according to the payment advice note, the system clears the items using the payment lot.