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Place on hard surface, bang head here, repeat.

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Time and time again we see companies dialing the same list of accounts in the same way. The calls are made at the same time of day. They leave the same message that has been left for the last 6 months. A collector has not actually touched the account in that time. If you want different results, then it is time to shake things up east Inflatables!

One of the most overlooked tools for scrubbing accounts is the Results file. Use it to send disconnected phone numbers to skip tracing. Keep track of which accounts have had the same result the last 15 calls. Then make changes to increase the number of contacts you are making:

  • Change the message you are using.
  • Change the voice you are using to leave that message.
  • Change the time of day you try calling. The type of accounts you are working affects the best time to contact those accounts.
  • Change the caller ID phone number you are using.

Also, have your agents use the results button. This information can be included in your results file. Use the information your agents have entered to keep track as you are making changes to see which changes are producing the best results.

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This article was written by Eric

2 comments:

K.C.February 23, 2011 at 8:53 amReply

Eric, do you have a report on CTCenter that will give you a list of accounts that have had the same result the last 15 times?

Eric CFebruary 23, 2011 at 9:53 amReply

Dialer information is only a small part of the full picture for your organization. There are a number of other account interactions that can occur between your office and a specific account that do not involve the dialer. Letters, inbound calls, payments, judgments, bankruptcy, legal, manual calls to the account, are all additional information that should be considered when determining your strategy on collecting an account. We provide an export file from the dialer side that can be imported into your collection software that allows you to see the full picture of what is happening with an account.

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