It’s not that customers won’t pay their bills. They just may not want to talk to a debt collection approach agent.
In today’s age, people increasingly prefer non-speaking ways of communicating and keeping up with their financial information, such as email, text, IVR, and online. According to Daniel Melo, Senior Director of Consulting at FICO and a 20-year veteran of the credit, collections, and risk management industries, “Providing the means for customers to get up to date (on past due accounts) without dealing with an agent can be far more effective than traditional methods.” Yet few collection agencies offer other ways to manage their clients’ bills.
We make debt collection approach more effective by offering consumers a range of communication solutions to resolve their accounts. Our digital approaches produce results, increasing collections, and response rates. Customer satisfaction rates also increase.
There are many digital solutions, but one of the simplest is also one of the most effective: email. Email statements are a great way to communicate and offer reminders to customers who prefer to avoid phone calls. Our email platform, encryption, and protocol are all in compliance with the ESIGN Act and it is only utilized when the debtor requests to be contacted in this manner.
Interactive Voice Response
For those who prefer old-school technology, the Interactive Voice Response (IVR) is an automated phone system that enables your customers to establish payment arrangements without speaking to a collection agent. Customers who use this system have 24-hour access to their account. The system is available in both English and Spanish.
For a unique digital interaction, customers can use our “Virtual Collector.” This avatar is available on our 24-hour Consumer Payment Website. Some customers may feel awkward speaking with a live person about their collection account. A flier in our collection letters directs customers to the Virtual Collector website. The avatar can speak to the consumer, and intelligently lead them through the process and negotiate a win-win payment arrangement — all without the discomfort of having to speak to a live debt collection approach collector.
Keeping up with collections means keeping up with the way people pay and communicate. These digital solutions benefit our clients by making it easier for their customers to pay. In the future, tools such as texting will be utilized once regulations and laws become more clear on the use of this technology for debt collection. PRC, as usual, will be on the forefront of any new technologies that will create efficiencies for our clients and convenience for their customers.