Tips and Strategy to Improve Collection in Collection Centers

Collection agencies need to take care of the tough job of reaching out to the people and ask them to pay the EMIs by the due dates. The collection agents are like assistants for many people that help them pay their EMIs on time for loans, credit card bills, etc. Collection agents give reminders and also help customers pay with convenient payment options such as on-door cash or check pick-up, online payment processing help, etc. However, in many cases, people do not pay their EMIs on time. In this case, the collection centers or companies need to face several challenges. Customers don’t attend the calls from the collection centers and they need to apply a strategic way to increase collection.

We have been offering the best contact center solution to collection centers and companies. We have also developed a specific module, called the collection module for collection agencies. The collection module automates several operations and helps with different jobs, too, so results can be enhanced.

Based on our years of experience as a call center solution provider for collection companies, we have a strategy and tips that can help collection centers to increase collection:

1. Use the right technology tools

  • The first thing collection centers need to do is upgrade their technology tools.
  • These tools have to help collection agents to work more efficiently. Moreover, they must automate certain manual operations.
  • One of the must-use tools to save a lot of time is using a collection module. This module has many features and it makes collection campaigns faster and more efficient. For example, one of the jobs of payment utility feature is “skip numbers” that have already paid EMIs or given PTP (Promise To Pay) date. There are many similar features that can empower the operations of collection centers.
  • The call center collection integration integrates the collection module into the call center solution. Therefore, all amazing features of the collection module will be available within the call center software. To know how the collection module works, book a free demo.

2. Classify leads in groups to run personalized campaigns

  • Usually, collection centers practice this, but still, it is necessary to make this point.
  • All leads need to be classified into different groups, called buckets. For example, customers that pay on time would be in bucket 1, customers that have multiple pending EMIs would be in bucket 2, etc.
  • Use the contact center solution campaign, call script, and other features to personalize the collection campaigns depending on the type of lead group.
  • This can make conversation crisp and help in increasing collection or even redefining strategy.

3. Reach leads multiple times

  • This is another important part of the strategy to increase collection.
  • The same lead needs to be contacted multiple times.
  • You can use a custom caller ID to reach the customers that are not answering calls. Custom caller ID is one of the features available in the best call center solution.
  • You can reach customers via multiple communication channels to give reminders for EMI payment and due dates. For this, you will need to use an omnichannel contact center solution.
  • Using the right features such as the predictive dialer, CRM widget in the call center solution, etc. can help in reaching leads multiple times

All these efforts will help in increasing collection.

If you require the right technology tools for your collection center or company such as a contact center solution, collection module, CRM widget, call center widget, etc., then contact us.


How to Improve Results of Collection Calls?


Collection calls are not easy. Often people give various excuses or try to trick the agents calling for collection. Of course, collection agencies, invest in training agents to handle collection calls more effectively and get the most advanced call center solution.

But, is this it?

Getting a call center solution and giving the training is sufficient to increase collection and debt payments?

Well, the answer is no.

There is something more a collection agency and all collection agents need to do to increase debt payments. In this blog, we will share the top 3 tips for collection agents to improve results.

1. Furnish your agent with the required information

Collection calls are not just to give a reminder to pay the upcoming EMI. They are to compel debtors to pay EMIs at the earliest possible. Just putting what a debtor said in the disposition message cannot help the collection agency to go far. They are put into action to collect the debts. For this, collection agencies need to furnish agents with concrete facts and information as well as more advanced tools.

  • Call center collection integration is necessary. This integration adds more features, which help agents performing better and take over the control. For example, it filters all leads, which already paid the EMI. Therefore, if a debtor argues that he has already paid the EMI, then your agent can have a counter-argument to handle that customer and all that kind of client.
  • Call center CRM integration is also necessary. During live calls, agents need to have all information about the customer to lead the calls in the right direction. Minimum information, which has to be shown:
    • Exact amount to be paid
    • Payment due date
    • Number of reminders given
    • Number of pending EMIs
    • Product purchased
    • Other terms related to the debt.

2. Your agent should know how to handle excuses

Excuses are common. To increase the results of collection calls, agents need not have knowledge of giving a counter-response based on facts. Call center CRM integration will definitely show the required information to the agent. On the other hand, the collection agency should also make a list of common excuses and arguments along with effective rebuttals. The call center solution has a feature, called call script. This feature can be used to add excuses and rebuttals to help agents take control of the calls.

3. Keep the conversation under control

One of the most tips for agents to improve collection call results is to keep the conversation under control. To do so, here are some tips:

  • Be attentive to what the customer says
  • Take a pause about five seconds after listening to the customer. This will encourage the customer to fill the void.
  • If a customer asks for a callback or promises to pay, ask the exact date and time.
  • Keep tone low
  • Do not be rude

We have been helping collection agencies by offering technology advancements and solutions. Our call center solution with integrated collection modules and CRM solution can help collection companies. We offer it in different models. Contact us for more information.


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