Human performance

Recording Systems and Contact Center Improvement

Recording systems help contact centers to measure productivity and quality on a constant basis, thereby allowing them to improve the service offered to their customers and their operational metrics.     Recording systems are widely used by call centers to keep records and obtain evidence of conversations between agents and customers, as well as to detect areas […]

Recording Systems and Contact Center Improvement Read More »

social media

Four Musts for Building a Top Contact Center in 2020

We’re only a few days away from 2020. In the months to come, new trends in customer service and support will develop, although they will continue to focus on customer experience.  CX is a crucial factor that requires contact centers to use resources and follow integral strategies that drive customer satisfaction.  However, this is in

Four Musts for Building a Top Contact Center in 2020 Read More »

metrics report

Call Center Reports and Metrics

Reports and metrics play a major role in making decisions and mapping out strategies. Contact centers cannot improve what they cannot measure. Therefore, it’s of the utmost importance that they obtain a considerable insight into their operation to develop business plans and processes accordingly.  Although contact centers are used to produce general reports, they must

Call Center Reports and Metrics Read More »

Debt Collection

Debt Collection Tools for Contact Centers

Collection tools are a key factor in contact centers that specialize in resolving delinquencies.  There’s more to debt collection than meets the eye. That’s why an increasingly large number of companies and centers in the debt recovery sector draw up integral management strategies.  These plans of action focus on bringing delinquent accounts up to date.

Debt Collection Tools for Contact Centers Read More »

Debt Collection

How Has Debtor Management Evolved Over Time?

This article discusses the evolution of debt collection. In the beginning, collections methods were rough and oriented solely to the pursue of payments.  With time and practice, collectors came to realize that being aggressive didn’t help them to reach their goals.   Little by little, they found that the key to positive results was understanding debtors’

How Has Debtor Management Evolved Over Time? Read More »

Professional Collections

The Professionalization of Debt Collection

Over the last few years, the concept of professional collections services has been used to refer to a series of good practices in the industry.   This concept is understood in different ways, like:  Contact centers’ ability to map out self-regulating strategies where ethics and professionalism are the cornerstones of all collections activities.  A set of

The Professionalization of Debt Collection Read More »

Professional Collections

Collections for Clients in the Early Stages of Delinquency

Accounts with less than 120 days past due are classified into the early stages of delinquency. In these cases, the debt collection strategy needs to be well-thought-out and immediate, right from the first day that balance is outstanding, in order to increase the likelihood of collecting payment. Apart from using appropriate tools and learning about

Collections for Clients in the Early Stages of Delinquency Read More »

Scroll to Top