How to embrace technology, maximize efficiency and compliance.
Collectors want to communicate with consumers in their preferred method and remain compliant. Technology can help and serve as a gateway to allowing collectors to focus on accounts where consumers need the most help while virtual agents can be programmed to answer general questions, direct calls and add notes to an account.
“We have a chance now to communicate in ways that are more modern than what the Fair Debt Collection Practices Act had allowed in the past,” Beck said. “I believe that getting into the future and giving our agents the chance to give the consumer the [option] to choose the way they want to talk to us allows us to reach many more people and do it in an effective and very inexpensive way.”
Beck added that implementing technology allows for smaller scale and larger scale solutions that go a long way toward compliance, and maximizing collectors’ skills.
“We have the capability to scale back in areas and improve in others using technology,” Beck said. “It is absolutely critical that we all know that humans and technology will work together.”
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