The Importance of Revamping Your Contact Center
Phone calls continue to be the main means of communication in contact centers. That’s why it is essential for them to have the most efficient technology for handling a large volume of calls. An automated, predictive, and intensive dialing system is a must for any call center, and so does a platform for managing and […]
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 […]
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 […]
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 […]
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. […]
Top Tips and Tools for Effective Debt Recovery
The measures taken to prevent bad debt expenses are referred to as debt recovery. This activity is crucial to any business in commerce. However, both companies and contact centers that manage account receivables need to have an area specialized in collections. Why is Debt Recovery So Important to Companies? Collections are one of the most […]
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’ […]
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 […]
Improve Your Collections Technique
To improve the technique of your collections department, you must first understand what needs to be changed. There are different factors you must take into account to identify the processes where a strategy is required to achieve higher recovery rates. Some of these factors are: Key performance indicators Customer management Dedicated teams In-house methodologies Existing […]
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 […]