The cold, hard truth about debt collection models based on outbound calling are simply not fit for purpose. Here are a few reasons why, based on our team’s own research: 👎 Calls have a 2-3% success rate 👎 90% of calls from unanswered numbers go unanswered 👎 On average, it takes 15 calls from an unknown number before the recipient answers And even then, after all that energy and cost being incurred by the collections team, and they finally get to speak with the person they’ve been trying to get a hold of, the response they get? ‘Stop calling me’. Digital works because: ✅ It’s unobtrusive ✅ The consumer can manage their affairs on their terms ✅ Communication can be tailored at scale It’s more effective, more efficient, and protects tight margins. So how do you go about setting yourself up for the transition? This piece from our very own Tim Smith looks at the practical steps organizations need to take as they lean into digital collections: https://lnkd.in/gdntwZgc #Collections #DigitalCollections #ConsumerFinance
It's great to see more organizations embracing digital collections as a more effective and efficient solution. The steps you outlined for transitioning to digital collections are super helpful for orgs who are trying to make the transition, which can be really difficult.
Great piece, Tim Smith! Data definitely supports the consumer preference for a digital platform that allows them to self serve.
Love to see Firstsource leading the charge here! Continue to find ways to be different and set yourselves apart from the competition.
Couldn't agree more Arjun Mitra, I've been saying this for years!
Cool stuff, nice work gents! Tim Smith
Award winning, seasoned operations professional across many verticals in Financial Services - Credit 500 member. Looking for Head of, Director, VP, COO roles in the FS sector 07852 986985
2moA balanced contact strategy utilising AI ahd Propebsity to Pay models increases contact rates and lowers broken plans