Batter up? Keep your bases covered. | IAT SmartDial® Solutions

Batter up? Keep your bases covered.

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The anticipation of spring brings back memories of playing Little League Baseball while growing up in northern California.

As a team, we would practice the fundamentals for several weeks before playing against other teams. During practices, the coach would teach us to decide before each pitch what we would do if the ball was put into play. In order to make that decision, I had to be aware of the current situation such as which bases were occupied; how many outs there were; how fast the runners were; what inning we were in; and if we were leading or not and by how many runs. Only then could I know where to throw the ball if it was hit to me or where to go on the field if the ball was hit to someone else.

Planning is key in both playing baseball and effectively using your automated dialer.

Evaluate how you want to handle each account before you start dialing. This will be determined by such factors as how old the account is, how much is owed, who the client is, and what types of collection attempts have been made on the account already. Every agency does business differently based on culture, management style, clientele, geographic location, agency size and account type, so your decisions may not be the same as anyone else’s. You need to plan for what you feel works for your business.

Set up your dialer to automatically follow your contacting plan. In CT Center, IAT’s site-premised dialer, you can tell the dialer what to do after attempting to dial a specific phone number. The outcome of each attempted contact is the call result (e.g. “No Answer” or “Busy”). Thinking about call results when setting up your overall plan can help you determine the next step to get that account collected. In creating your plan, you may ask such questions as:

  • How long should we wait before attempting to call back a No Answer or Busy?
  • When should we follow up after leaving a message on an answering machine?
  • Which number should we call next after getting a Wrong Number or SIT?
  • When is the best time of day to call back an account based on previous attempts?
  • At what point do I send an account to Legal, Skip Tracing or determine it uncollectable?

Evaluating call results can help you find answers to these questions and more. Make a plan that makes sense for your business and set up your dialer to follow it.  Periodically review your plan to make sure it evolves with the culture of your company, the current business climate and the needs of your clientele.  Follow your plan so your automated dialer can work the best it can for you.

Before the pitch is made or the account is dialed, make sure an action plan is already in place. Keep your bases covered!

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This article was written by Vic