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Digital Collections and the Rise of the Email-First Collector
Traditional phone-based outreach is no longer the default in collections. Consumers increasingly prefer digital communication, email, text, and chat, and they expect to resolve their accounts in the same channels where they interact with brands every day. For agencies and collectors, this shift demands more than just new tools. It requires a new kind of…
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10 Questions to Uncover What’s Really Holding an Agent Back
If your one-on-ones sound more like polite small talk than actual coaching… you’re not alone. Supervisor: “How’s everything going?” Agent: “Good.” Supervisor: “Okay, keep it up!” And just like that, another coaching opportunity disappears into the ether. The truth is, most underperformance isn’t due to laziness or lack of willpower. It’s often stress, confusion, burnout,…
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RPA: Practical Automation Wins for Compliance-Heavy Industries
Let’s be honest, “Robotic Process Automation” sounds more intimidating than it actually is. Despite the high-tech name, it’s less about robotics and more about freeing up your team’s time by eliminating tedious tasks. RPA is more like a reliable assembly line worker who does the same task, the same way, every time, no caffeine required. …
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Debt Collection Complaints Hit Record Highs
TL;DR Debt collection complaints more than doubled between 2023 and 2024, and Q1 2025 alone has already surpassed all of 2023. Harassment makes up nearly half of all reports, with states like Georgia, Texas, and Florida seeing the most per capita complaints. If you’re a compliance or operations lead, now’s the time to audit, retrain,…
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Agent Onboarding Checklist for Compliance-Driven Industries
Agent onboarding isn’t just a box to check, it’s a make-or-break process that affects performance, compliance, and retention. In highly regulated industries like healthcare, financial services, and debt collection, onboarding new agents is more than basic training. It ensures agents understand industry regulations, handle sensitive data properly, and communicate clearly with customers. A weak onboarding…
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The Hidden Inefficiencies in Agent Workflows
In call centers, inefficiencies in agent workflows aren’t a secret. They’re often well-known. Supervisors and ops leaders see them every day: manual note-taking, constant system toggling, outdated scripts. But fixing them can feel overwhelming. Where do you start? What needs to change? How do you avoid disrupting daily operations? That sense of inertia is common. …
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Collector Compensation Trends: What Actually Works
* The information in this post is based on a financial services survey conducted by Abstrakt for U.S.-based agents and further supported by insights shared during AccountsRecovery.net webinars on compensation trends. If you’re a collections leader struggling to retain talent, increase collections, or balance budgets, collector compensation may be at the core of your challenges. …
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How to Recover When a Call Goes Sideways
In collections, no two calls are the same. Some go smoothly. Others? Not so much. How you respond matters more than what you say next when things go sideways. This post breaks down how collectors can react in the moment and how supervisors can support their team to be ready for when it happens. If…
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The Call Center Efficiency Playbook
Call centers face immense pressure to cut costs while maintaining or even improving customer experience (CX). Balancing efficiency and CX is a challenge – cutting corners too aggressively can lead to frustrated customers, higher churn rates, and burnt-out agents. However, with the right strategies, call centers can optimize operations, reduce handle times, and boost agent…
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Are You Measuring the Right Call Center KPIs?
Call center leaders track a variety of performance metrics, but are they focusing on the right ones? With so much data available, it’s easy to measure the wrong indicators or rely on vanity metrics that don’t truly reflect customer experience or operational efficiency. In this guide, we’ll explore the most impactful call center KPIs, highlight…
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Voice Analytics vs. Speech Analytics: What’s the Difference
If you’ve ever used the terms “voice analytics” and “speech analytics” interchangeably in a meeting – don’t worry, you’re not alone. They sound like corporate twins, wear the same suits, and show up in the same product pitches. But here’s the truth: while they’re related, they serve different (and equally critical) purposes. And if you’re…
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Ensuring Compliance Without Slowing Down Operations
Compliance is essential. No business can afford to ignore it. But too often, it’s seen as a burden, slowing down productivity, frustrating employees, and adding red tape to otherwise smooth processes. It doesn’t have to be that way. You can maintain compliance and keep your operations moving efficiently by rethinking how compliance is built into…
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