Collections Call Center

A debt collection call center is an office dedicated to pursuing recovery of outstanding or past due payments. Debt collection call centers can be either private businesses or arms of government agencies. Call centers use any available contact information to try and reach debtors and recover outstanding balances. Sometimes, debt collection agencies can recover a debtor’s entire outstanding balance. However, it’s more likely that the debtor will only pay a portion of the outstanding debt. Actual collection rates will differ from firm to firm.

How Do Debt Collection Call Centers Operate?

Debt collection call centers have several overarching goals:

• Contact as many debtors as possible
• Convince as many debtors as possible to begin repayment
• Collect the largest possible percentage of each outstanding debt

Debt collection call centers are staffed by trained and certified collection agents. Using the most recent contact information available, debt collectors will contact debtors and try to convince them to repay their outstanding balances. One tactic commonly employed is offering to develop a monthly or weekly payment plan instead of a lump sum payment. More flexible payment options make it more likely the debtors will be able to pay back the loan principal. These types of flexible payment plans may or may not increase the original interest rate. Another potential tactic is to forgive a portion of the outstanding debt in exchange for immediate payment.

With a wide range of robust, easy-to-use features, the predictive dialer in our contact center solution is designed to improve your teams’ productivity and your debt collection rate.

These solutions boost productivity by eliminating mundane tasks like organizing call lists and manual dialing. Predictive dialers can improve contact rates by skipping voicemail, making it easier to reach debtors live. Our solutions also make it easier to analyze performance across a firm and at the individual level. Supervisors can easily compare collection rates between different teams or agents and even listen to live calls to monitor performance. This data can be accessed via desktop or remotely on a mobile app, making it possible to monitor progress from anywhere in the world.

Through integration with your CRM, our solution gives your agents a comprehensive view of the debtor’s profile in a single interface, with no need to switch applications: contact info, payment schedules, record of interactions across all channels (phone, emails, text messaging, WhatsApp, chatbots, etc.) for personalized and efficient conversations.

Smart scripts guide your agents through the collection process and adjust automatically based on the situation, eligibility and background of the debtor. The resulting pitches are more personal and increase your debt collection rates.

With its award-winning intuitive interface, our solution optimizes your agents’ effectiveness. Access powerful tools to supervise your agents in real time and activity reports to improve the performance of your debt collection center.