Collection management through collections contact centers A collection contact center is a dedicated contact center whose main purpose is to receive and/or make calls to debtor...
Adapting the correct treatment to the customer in a collection system that includes a collection contact center. There are different approaches to managing collection through a collection contact center. Some are better, some less. Sometimes, the business...
Type A event: cancellation of the customer’s payment method The first fact we need to learn about this type of event is that it can happen at any given...
Type B event: non-respect of the customer’s standing order The timing and progression of this type of event are fundamentally different from those of cancelling the customer’s payment method....
Type C event: technical return of the customer’s standing order The technical rejection of the customer’s direct order occurs following the transmission of the customer’s direct order to the bank...
Type D event: failure to pay an invoice on time This event is common in most companies – the customer does not pay his bill on the date set and...
Additional types of contact centers related to the collection process Pre-collection Customer care contact center A pre-collection customer care contact center is a dedicated outgoing call center that handles collection...
Working methods for collection contact centers Working with a collection contact center allows making efficient outgoing calls to customers or answering incoming calls from customers or...
Various issues in the management of collection centers Queue management After segmenting the customers and adjusting the collection process to the nature of the customer, we must define...
Collection goals and metrics of the organization Annual and multi-year work plan When the organization is about to set indicators and goals for the collection center, it...
Collection team efficiency KPIs Service efficiency measures An important motto is emphasized throughout this website: the collection is first service. Therefore, measuring and monitoring...
Incentive systems for collectors Without getting carried away by familiar clichés, debt collection is a tough profession, and debt collectors tend to wear out...