Innovation is, without a doubt, an essential component of growth in every industry. However, for those in the ARM industry, innovation plays a unique part in their ability to uphold a successful business. With rules and regulations maintaining a consistent dynamicity, debt collection innovation is key to staying compliant while adapting to the changing expectations of the consumer.
“The future of debt collection is in the intelligent utilization of technology.” – TSI
Each new advancement in technology has come with a new and improved method of communication. And, as expected, each new method of communication has altered the way in which we communicate with our consumers. What originally started as direct mail campaigns has given way to emails, phone calls, and text messages. While these are all adequate methods of reaching your consumers, they may not be the most effective and consumer-friendly.
The art of converting on a call is held mostly in an agent’s ability to foster a unique and positive consumer experience beginning from the first touchpoint. Now more than ever, consumers want to be offered options, convenience, and flexibility. When they are interrupted during their family dinner on a Thursday evening, their consumer experience is immediately negative, and more often than not, the agent is left having to navigate their way through a difficult collections call.
With the latest advancement in debt collection technology, DirectDrop Voicemail, agents are able to put the power in the hands of the consumer. By dropping a voicemail into the consumer’s mobile voice mailbox without ever calling the phone, consumers are able to handle their debts on their own time when they’re ready. This not only enhances their experience, but it allows agents to give a more personalized interaction to the consumers who call ready to handle their finances; a true win-win for each party.
Want to see how this innovation is setting the tone of how we communicate with consumers? Reach out to us here or give us a call at 855-910-6706.