Tag archive: call recording
How to keep your Predictive Dialer Agents prepared for anything
It’s hard to teach your agents everything they need to say—and not say—to successfully collect the debt. And these days, all it takes is one little slip up to get tangled up in the courts. Recently I read a post on InsideARM that explained one such situation: “A U.S. district court earlier in April ruled…
Collection Industry Superheroes
Do you ever wish Superheroes actually existed? Just think about it…We’d have someone possessing super-human strengths, powers and tools to protect and defend us from the evils of the world. A Superhero protecting the collection industry from its own villains and bullies would be awesome! In the absence of aliens from Krypton, radioactive spider bites…
Watch Your Back
It’s good to have eyes in the back of your head. Sometimes you need to know what your agents have said when you’re not around. Sometimes it’s good to know exactly what the customer said, so you can remind them later. I don’t know about you, but sadly I wasn’t born with eyes back there….
That’s what she said!!
Have you ever played the game “telephone” (also known as Chinese whispers) where you whisper something into someone’s ear, and they whisper it into another person’s ear and so on? The last person repeats what they were told. Rarely, if ever, is the final message even remotely close to the original message. My guess is…
Are policies and procedures holding back your performance?
This is a guest blog post from CXM. The other day I found myself standing in an irritating…no, no that’s not the word…aggravating…no…how can I best describe it…stupid! Yes, that is it, stupid! The other day I found myself standing in a stupid security checkpoint at a large international airport. The line was progressing at…