In many respects, collecting debt is a negative job—a fact that all credit risk professionals must be sensitive to. The typical collector may attempt 120 calls a day and speak to 36 customers, and then gain a kept promise from just half of those 36 customers he speaks to. This means the collector has just 18 kept promises and 102 negative results. An 85 per cent negative response rate translates to seven hours of negative feedback in an eight-hour day. This book offers the epiphany that great customer service in debt collections yields far greater kept promises than the above number. Consistent reiteration and coaching of the collections team about the importance of quality has always delivered a 25 to 35 per cent higher performance than the average. There are tips in this book that help you improve collection performance by embracing quality service. This is tried and tested in my career, and this is what this book reiterates.
"Diving deep into the realm of debt collections, this comprehensive guide, titled (The Art of Maximizing Debt Collections - Digitization, Analytics, AI, Machine Learning, Performance Management), serves as an authoritative handbook on the evolving landscape of collections analytics, automation, and strategic performance measurement. From its compelling introduction, uncovering five processes revolutionizing debt collections, to its culmination in exploring cutting edge applications of AI, machine learning, and robotic assistance in collections, this book is a definitive road map for professionals navigating the intricate world of debt recovery. Spanning fifteen meticulously crafted chapters, each segment is a treasure trove of insights. It begins by elucidating the critical role of collections analytics, unraveling how data management, reporting, and workflow analysis amplify collections strategies. In subsequent chapters, it explores the arsenal of software, tools, and operational reporting mechanisms employed in this domain, enhancing operational efficiencies and agent performance. The book delves into the dynamic realm of collections automation, highlighting the transformative impact of automated systems on debt recovery, while meticulously detailing the top-tier software and tips for selecting optimal automation tools. Moreover, it offers an in-depth exploration of collections performance measurement, unveiling key performance indicators (KPIs) crucial for gauging efficiency. Chapters dedicated to recovery performance, strategy analysis, digitization, and the integration of AI and Machine Learning offer strategic insights into bolstering collections strategies and leveraging technological advancements for enhanced outcomes. Intriguingly it addresses the ethical and legal aspects surrounding the use of robots in basic calling and automated payment promises, providing guidance to navigate these complex territories. The Art of Maximizing Debt Collections - Digitization, Analytics, AI, Machine Learning and Performance Management is an indispensable guide for professionals, analyst and decision makers seeking a comprehensive understanding of collections analytics, automation, and leveraging cutting edge technologies for optimizing Debt Recovery strategies in todays dynamic financial landscape."
As someone who has made thousands upon thousands of debt collection calls as a credit manager and first party collector and as an agency owner and third party collector, I wanted to share what I know about making these calls so that you can improve on your calls. To take the fear out of it, just remember that making a collection call is like making a customer service call. You are calling about a problem with the account and you just want to resolve it. You will learn what common excuses people give and what you can say to them in order to keep the call moving in the right direction and not going off track. You will learn how to notice a red flag with an account that you are calling and be able to avoid disaster by taking specific steps based on your knowledge of what is happening with that particular account. This book will help anyone who owns a business and needs to call customers that are past due. It will help accounts receivable clerks who make calls to delinquent accounts; it will help credit managers who make collection calls or "your account is on credit hold" calls. This book will also help collectors who work for a third party collection agency. This book is meant to be a guide for bill collectors. I have shared with you actual and specific steps I have taken in my years of doing collection work that have worked well for me. I have found that when making collection calls and dealing with excuses, you must be firm, tread lightly, have compassion and treat the account carefully. Treat the account (not the customer) like a child who needs your guidance and help to get this paid. This has worked very well for me and I have successfully collected more money than other collectors based on following these steps.
The Art of Debt Collections is for any one doing debt recovery using the telephone, be it 1st party, a collection agency, a collection attorney it provides a training system directed towards a successful debt recovery solution. Though attorney collection practices, 1st party, agency collection practices and techniques might differ, this book still applies. A useful training tool for every debt collection agency, debt collection attorney, 1st party creditor and any one involved in debt recovery services or debt collection services. The book doesn't offer an all encompassing debt elimination strategy, debt collection solution or debt collection strategy. Instead it is geared towards the individual collector, the one who is actually on the phone in direct contact with the debtor. The book covers the physiological aspect of debt collection, and a step by step method for the collection debt phone call. The Art of Debt Collections is a must read for every debt collector.
Due to the absence of due process and other procedural guarantees generally offered by judicial enforcement, informal debt collection practices (IDCPs) can become abusive, harming both consumers and the economy by threatening consumers’ physical, psychological, and economic wellbeing; exposing lawabiding debt collectors to unfair competition; undermining the financial system; and negatively impacting social peace by resorting to criminal activity. The need to control and harmonize IDCPs surfaced in connection with the European Commission’s Action Plan to tackle the high level of non-performing loans caused by the financial crisis and the Covid-19 pandemic –specifically the Proposal for a Directive on Credit Servicers, Credit Purchasers, and the Recovery of Collateral (CSD). Harmonizing the regulation of abusive IDCPs is vital for several reasons. First, IDCPs have a cross-border dimension due to the freedom of movement, enabling debt collection operations across the internal market. Second, the internal market’s size amounts to over 450 million citizens potentially exposed to abusive IDCPs. The regulatory frameworks addressing IDCPs in the E.U. display divergent characteristics that may be difficult to navigate and require creating a level-playing field for consumers and debt collectors, especially when approaches vary at Member State level. This book addresses this gap by providing a comprehensive guide to regulating informal debt collection practices in eight Member States of the E.U. and the United Kingdom (U.K.). It serves as a comparative law instrument for implementing the recently adopted CSD. It will be important reading for students, academics, and stakeholders with an interest in debt collection practices and the law.
Author: United States. Congress. House. Committee on Oversight and Government Reform. Subcommittee on Government Organization, Efficiency, and Financial Management
A critical analysis of contemporary art collections and the value form, this book shows why the nonprofit system is unfit to administer our common collections, and offers solutions for diversity reform and redistributive restructuring. In the United States, institutions administered by the nonprofit system have an ambiguous status as they are neither entirely private nor fully public. Among nonprofits, the museum is unique as it is the only institution where trustees tend to collect the same objects they hold in “public trust” on behalf of the nation, if not humanity. The public serves as alibi for establishing the symbolic value of art, which sustains its monetary value and its markets. This structure allows for wealthy individuals at the helm to gain financial benefits from, and ideological control over, what is at its core purpose a public system. The dramatic growth of the art market and the development of financial tools based on art-collateral loans exacerbate the contradiction between the needs of museum leadership versus that of the public. Indeed, a history of private support in the US is a history of racist discrimination, and the common collections reflect this fact. A history of how private collections were turned public gives context. Since the late Renaissance, private collections legitimized the prince's right to rule, and later, with the great revolutions, display consolidated national identity. But the rise of the American museum reversed this and re-privatized the public collection. A materialist description of the museum as a model institution of the liberal nation state reveals constellations of imperialist social relations.
