“Put agents on the dialer at 8:00 a.m. They can have a 5 minute potty break at 10:00 a.m. and lunch break from noon to 1:00 p.m. Then get them back on the dialer with a 5 minute potty break at 3:00 p.m. and send them home at 5:00 p.m. Tell them ‘I want to hear you talking and collecting money. I do not want to see you otherwise.’ Repeat the next day. This is the best way to utilize an agent.”
No doubt that some agencies probably operate this way, but it is not very effective. This would be like a basketball coach randomly picking 5 guys from the bench and saying “Just get out there and make baskets! I don’t want to see you until the final buzzer!” without any position assignment or guidance. While they may score some points, they will likely lose the game.
Just as the basketball coach has to choose which players to put on the floor and the position they will be playing, he also makes other adjustments throughout the game —substituting players, changing defense strategies, running different plays, etc. You get the idea. As a collection manager, you have to decide how and where to play your agents as well. Throwing them all into a cubicle and telling them to get on the phone is just like the coach telling 5 random guys to get out there and make baskets. You may score a few points, but you probably won’t win the game.
While having agents on the dialer is a key part to a winning strategy, there are additional ways you can improve this strategy. Here are a few examples of player assignments and adjustments that an IAT dialer can help you with.
What are your debt collection strategies?
This article was written by Paul