Sticky Agent is a call-routing feature that keeps the same collection agent assigned to a borrower across multiple interactions. This maintains continuity and allows the agent to understand the borrower’s previous conversations, commitments, and payment history.
Example:
If Agent A handles a borrower’s first collection call, subsequent calls from the same borrower can be routed back to Agent A instead of assigning a different collector.
Sticky Agent = Keeping the same collector connected with the same borrower across repeat interactions for better continuity and personalized collections.