To collect payments through the call center, the service must follow the steps of the approach. The first steps must be simple, until, due to the prolonged situation of default, a legal notification is received.
The path should never be the opposite, to avoid the company being found to be in breach of the Consumer Protection Code.
The first collection campaigns are simpler, just to remind you about the debt.
In this case, the approach must be subtle, and can even be done by a humanized URA capable of communicating to the customer that the amounts have not been received, reminding them of the debt.
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A second approach should be more direct and preferably done over the phone. The intention behind this contact is to request some kind of response from the customer.
If convenient, this connection can be supplemented belgium whatsapp data by textual means such as SMS or letter.
The third contact with a customer is an extrajudicial notice, when negotiation attempts fail. In this case, the contact center notifies the consumer about the registration with credit protection agencies.
The occurrence can be registered with a credit protection agency, such as Serasa, as long as it is duly communicated to the debtor;
Judicial notification is the most extreme case in collection operations. Here, the protest or submission of the process to the small claims court is made.
In this case, the agent communicates the filing of the lawsuit and informs what conditions led the consumer to that point.
As a manager in a collections call center, it is important to remember that no one likes to be charged.
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Therefore, the script that collection agents will follow needs to be crafted specifically for such a sensitive conversation.
Debt collection is a difficult situation for both parties and requires a genuine desire to help, the ability to understand the customer's pain and a focus on finding solutions.
Technology is a differentiator that makes it much easier to carry out work in a debt collection call center.
If technology is combined with good communication planning, the collection cycle becomes shorter and there is a greater chance of payment of amounts due.
A system like reverse URA can make it easier to contact customers by intelligently forwarding calls to agents.
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