The 10 Most Popular Collector Magazine Articles of 2019

The most-read articles of last year feature insights on working in the accounts receivable management industry, the impact of national economic trends, the importance of keeping up with new technology and more.

1/6/2020 8:00 AM

NewsCollector Magazine
The 10 Most Popular Collector Magazine Articles of 2019

We dug into our online analytics to come up with the top 10 most popular Collector magazine articles among readers throughout 2019. The list includes short articles on collection tips and word choice with consumers as well as in-depth features on technology and regulatory trends in the industry and first-hand accounts from members working in the field.

Enjoy last year’s top stories:

Number 10: “On the Record

Most accounts receivable management firms record phone calls going in and out of their office. This can help ensure you are complying with your company’s policies and procedures, alert managers to potential retraining needs and protect the company from unfounded lawsuits. Here is why—and when—you need to state the call recording disclosure. By Anne Rosso May, February 2019.

Number 9: “Adapting to a New Environment

Our industry may not be “recession-proof,” but it is resilient. The U.S. is in the longest economic expansion on record, but last year many financial experts couldn’t stop talking about a looming recession. When the economy tanks, there are some industries that continue to thrive—or at least stay in the black. The alcohol, accounting and funeral services industry come to mind. Accounts receivable management, however, is not on that list—despite some of the headlines we saw insisting otherwise during the Great Recession. Here’s how you can prepare for the next recession—whenever it arrives. By Anne Rosso May, June 2019.

Number 8: “A Fresh Perspective

After years of expansive government regulations and increasing pressure to both invest in pricey technology and cut costs to stay competitive—resulting in a tidal wave of mergers and acquisitions—the market for new accounts receivable management firms is opening up again. By Anne Rosso May, February 2019.

Number 7: “Expression Transformation

Getting ready for work involves a transformation—a quick trip into the phone booth to activate your collector superpowers and put your game face on. Before you step into the office, remember to give your vocabulary a makeover, too. Here’s how you can make better connections with consumers by paying attention to your word choice. By Angela Czerlanis, June 2019.

Number 6: “Understanding UDAAPs

What is an unfair, deceptive, or abusive act or practice? The accounts receivable management industry is awash with an alphabet soup of confusing—but very important—acronyms you must be mindful of in your daily work. The Dodd-Frank Wall Street Reform and Consumer Protection Act granted the Consumer Financial Protection Bureau the ability to identify and prohibit unfair, deceptive or abusive acts and practices (UDAAPs). Your agency should have policies and procedures in place to prevent these actions, but it’s still helpful to review them. January 2019.

Number 5: “The Robot Revolution

Virtual agents are software-based applications capable of interacting with consumers in the same manner as human agents, handling a wide range of tasks based on agency preferences. Whether a consumer needs an updated account balance or wishes to negotiate a payment plan, virtual agents can handle the job. The agency specifies the parameters, ensuring it follows company (and client) policies. By Tim Dressen, May 2019.

Number 4: “Are You Camera Ready?”

The debt collection process can be confusing for consumers, but many accounts receivable management companies have found that mastering video can help connect with consumers. Stoneleigh Recovery Associates LLC and American Profit Recovery Inc. are among the companies in the industry incorporating video into their communication strategy. Before you hit the record button, pinpoint what exactly you want to achieve with each video. Making videos without a purpose just adds clutter to your website, potentially burying crucial information visitors are trying to locate. By Anne Rosso May, June 2019.

Number 3: “Why I… Walk the Collection Floor

In a new Collector magazine feature introduced last year, ACA International members share their firsthand experiences working at their agencies. Dave Rainbolt, chief compliance officer at Allied Collection Services, told Collector magazine, “I walk the collection floor every single day, generally multiple times a day. I like to put a face to our policies and procedures. When I’m on the floor, employees are reminded that I am always watching what goes on, whether it’s through desktop analytics, call monitoring, the cameras on the floor or physically standing near them while they are on the phone. By Anne Rosso May, March 2019.

Number 2: “The Shape of Things to Come

The new year in 2019 brought a mixed bag of old issues—credit repair organizations flooding agencies with generic mass dispute letters, the lack of Telephone Consumer Protection Act clarity and general regulatory confusion—as well as fresh challenges and opportunities. Collector magazine spoke with a number of accounts receivable management industry professionals about what they expected to see in 2019. By Anne Rosso May, January 2019.

Number 1: “Working with Millennials

Millennials, born in the 1980s and 1990s, make up the largest portion of the U.S. workforce. Thanks to the media, here are some things we know about them: They’re obsessed with avocado toast and the color pink. They’re frequent job hoppers. They can’t stop texting. Clearly millennial stereotypes abound, but when it comes to attracting and retaining this generation of workers, it’s best to look past the labels and focus on some of their core beliefs—which, it turns out, may not be so different from the wants and needs of other generations in your workforce. By Anne Rosso May, March 2019.

Subscriptions to the Collector magazine digital edition and email notifications for each new issue are available for ACA International members by logging in to ACA International’s website here. Members and nonmembers can also purchase a print subscription. Nonmembers can create a guest profile on ACA’s website to subscribe to available publications.


Follow ACA International on Twitter @ACAIntl and @acacollector, Facebook and request to join our LinkedIn group for news and event updates. ACA International members are welcome to submit news items for possible publication to comm@acainternational.org. Visit our publications page for news submission guidelines and subscriptions to ACA Daily, Collector magazine and Pulse.

Advertising is available for companies wishing to promote their products or services. Be sure to visit the ACA Events Calendar on the Education and Training page to view our listing of upcoming CORE Curriculum and Hot Topic seminars featuring critical educational opportunities for your company.


Subscribe to ACA Daily NEWSROOM

The 10 Most Popular Collector Magazine Articles of 2019

We dug into our online analytics to come up with the top 10 most popular Collector magazine articles among readers throughout 2019. The list includes short articles on collection tips and word choice with consumers as well as in-depth features on technology and regulatory trends in the industry and first-hand accounts from members working in the field.

Enjoy last year’s top stories:

Number 10: “On the Record

Most accounts receivable management firms record phone calls going in and out of their office. This can help ensure you are complying with your company’s policies and procedures, alert managers to potential retraining needs and protect the company from unfounded lawsuits. Here is why—and when—you need to state the call recording disclosure. By Anne Rosso May, February 2019.

Number 9: “Adapting to a New Environment

Our industry may not be “recession-proof,” but it is resilient. The U.S. is in the longest economic expansion on record, but last year many financial experts couldn’t stop talking about a looming recession. When the economy tanks, there are some industries that continue to thrive—or at least stay in the black. The alcohol, accounting and funeral services industry come to mind. Accounts receivable management, however, is not on that list—despite some of the headlines we saw insisting otherwise during the Great Recession. Here’s how you can prepare for the next recession—whenever it arrives. By Anne Rosso May, June 2019.

Number 8: “A Fresh Perspective

After years of expansive government regulations and increasing pressure to both invest in pricey technology and cut costs to stay competitive—resulting in a tidal wave of mergers and acquisitions—the market for new accounts receivable management firms is opening up again. By Anne Rosso May, February 2019.

Number 7: “Expression Transformation

Getting ready for work involves a transformation—a quick trip into the phone booth to activate your collector superpowers and put your game face on. Before you step into the office, remember to give your vocabulary a makeover, too. Here’s how you can make better connections with consumers by paying attention to your word choice. By Angela Czerlanis, June 2019.

Number 6: “Understanding UDAAPs

What is an unfair, deceptive, or abusive act or practice? The accounts receivable management industry is awash with an alphabet soup of confusing—but very important—acronyms you must be mindful of in your daily work. The Dodd-Frank Wall Street Reform and Consumer Protection Act granted the Consumer Financial Protection Bureau the ability to identify and prohibit unfair, deceptive or abusive acts and practices (UDAAPs). Your agency should have policies and procedures in place to prevent these actions, but it’s still helpful to review them. January 2019.

Number 5: “The Robot Revolution

Virtual agents are software-based applications capable of interacting with consumers in the same manner as human agents, handling a wide range of tasks based on agency preferences. Whether a consumer needs an updated account balance or wishes to negotiate a payment plan, virtual agents can handle the job. The agency specifies the parameters, ensuring it follows company (and client) policies. By Tim Dressen, May 2019.

Number 4: “Are You Camera Ready?”

The debt collection process can be confusing for consumers, but many accounts receivable management companies have found that mastering video can help connect with consumers. Stoneleigh Recovery Associates LLC and American Profit Recovery Inc. are among the companies in the industry incorporating video into their communication strategy. Before you hit the record button, pinpoint what exactly you want to achieve with each video. Making videos without a purpose just adds clutter to your website, potentially burying crucial information visitors are trying to locate. By Anne Rosso May, June 2019.

Number 3: “Why I… Walk the Collection Floor

In a new Collector magazine feature introduced last year, ACA International members share their firsthand experiences working at their agencies. Dave Rainbolt, chief compliance officer at Allied Collection Services, told Collector magazine, “I walk the collection floor every single day, generally multiple times a day. I like to put a face to our policies and procedures. When I’m on the floor, employees are reminded that I am always watching what goes on, whether it’s through desktop analytics, call monitoring, the cameras on the floor or physically standing near them while they are on the phone. By Anne Rosso May, March 2019.

Number 2: “The Shape of Things to Come

The new year in 2019 brought a mixed bag of old issues—credit repair organizations flooding agencies with generic mass dispute letters, the lack of Telephone Consumer Protection Act clarity and general regulatory confusion—as well as fresh challenges and opportunities. Collector magazine spoke with a number of accounts receivable management industry professionals about what they expected to see in 2019. By Anne Rosso May, January 2019.

Number 1: “Working with Millennials

Millennials, born in the 1980s and 1990s, make up the largest portion of the U.S. workforce. Thanks to the media, here are some things we know about them: They’re obsessed with avocado toast and the color pink. They’re frequent job hoppers. They can’t stop texting. Clearly millennial stereotypes abound, but when it comes to attracting and retaining this generation of workers, it’s best to look past the labels and focus on some of their core beliefs—which, it turns out, may not be so different from the wants and needs of other generations in your workforce. By Anne Rosso May, March 2019.

Subscriptions to the Collector magazine digital edition and email notifications for each new issue are available for ACA International members by logging in to ACA International’s website here. Members and nonmembers can also purchase a print subscription. Nonmembers can create a guest profile on ACA’s website to subscribe to available publications.


Follow ACA International on Twitter @ACAIntl and @acacollector, Facebook and request to join our LinkedIn group for news and event updates. ACA International members are welcome to submit news items for possible publication to comm@acainternational.org. Visit our publications page for news submission guidelines and subscriptions to ACA Daily, Collector magazine and Pulse.

Advertising is available for companies wishing to promote their products or services. Be sure to visit the ACA Events Calendar on the Education and Training page to view our listing of upcoming CORE Curriculum and Hot Topic seminars featuring critical educational opportunities for your company.


Subscribe to ACA Daily NEWSROOM

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