The “KISS Principle”—Keep it Simple, Stupid—is a favorite of educators and with good reason. Most things work best when simplified. For example, when writing you might think using the fanciest, most flowery words will portray you as an incredibly intelligent writer. But fancy words lead to confusion. One of the best writing tips is to “keep it simple” and choose words for their accuracy rather than their point potential in scrabble.
“KISS” originated in the aircraft engineering industry. Kelly Johnson, a lead aircraft engineer, apparently used the phrase (without the comma) as direction for his team when designing jet aircrafts. He meant the jet aircraft must be simple enough for a regular mechanic to easily fix during a combat situation using basic tools.
A collection agency might not be a combat zone, but the stressful, fast-paced environment can make it difficult to concentrate on complex technology. You might not have a fancy master’s degree in information systems and computer programming either. It’s not necessary. We’ve done all the hard work to make our complex dialing technology as user-friendly and simple as possible, so you can easily master it regardless of your background or work conditions. (Tip: If you have a question about a toolbar button, refer to the yellow fly out tool tip window. This is an easy way to quickly learn new features.)
We know managing your dialer workflow is a big part of a collection manager’s job. Below are a few ways IAT’s dialer allows you to “keep it simple.”
Divide campaigns into bite sized pieces: A universal dialing list of 100K names can seem insurmountable. However, if you had 20 lists of 5,000 names, that might seem more manageable. Once you’ve uploaded your accounts to IAT’s dialer, you can sort all of your data by any available variable (e.g. account balance, client, type of debt, zip code, language) and create a series of smaller, targeted lists. (Tip: Including extra account information is also a great way to improve your skills-based routing.)
Create a plan: Once you have your lists organized, decide when to work each one. Got a high priority client? Call those accounts first. What about a group of accounts in a later time zone? Plan to contact those accounts later in the day when they are actually awake. (Tip: If you are not fully awake when scheduling lists, and you accidentally schedule that group of “later time zone” accounts outside legal calling hours, rest assured the dialer’s legal calling hour settings/controls will figure it out and won’t make the calls.)
Move on to other important tasks: Now sit back and let your dialer take it from here. You will have to the freedom to focus on other managerial tasks and still retain the ability to adjust your plans at any time.
This article was written by Jenna Bowman