Higher contact rates – it’s the stat every collections operation strives for. More contacts means more promises. And more promises means more revenue. So it’s no surprise agencies, healthcare offices, asset purchasers, law firms, and every other collections operation under the sun are investing in technology that they hope will dial more lines and waste less time on the floor.

But performance matters to — and Ontario Systems will show you how to get there.

We’re all familiar with the constant challenge: being able to maximize payments while staying compliant and up to date with new rules and regulations. A solution? Speech analytics, which can help ease this challenge by analyzing every agent contact – either during or after the call – to eliminate compliance risk, improve agent performance, and [...]

It is the responsibility of a company’s leaders to set the tone for the entire organization. Monarch Recovery Management’s ownership and executive team is the reason it is a Next Generation Collection Agency. Hear from four leaders of Monarch as to how and why their agency is part of the Next Generation leading the industry.

Despite the tumultuous trends unfolding in the United States due to a presidential election, pending fiscal cliff and uncertain economic future, the outsourced business services (OBS) sector experienced a rather robust M&A market in 2012. In fact, it could be described as explosive compared to 2011.

In the results from the first debt settlement survey insideARM.com conducted in Q4 2011, collection agencies were clearly the early adopters when it came to working with debt settlement companies to collect consumer debts. In the current survey, availble now for free downloading, we observed a significant shift in adoption, most impressively among credit card issuers.

Making sure your collection agency has committed to compliance with a meaningful investment in the back office is probably one of the most important business decisions you will make.

From small changes, it’s possible to see dramatic big results. Everyone from the Red Cross Foundation, to Oprah, to self-improvement guides tout it. And this approach/philosophy pops-up in numerous aspects of our lives — from slight changes we can make in our lifestyle and diet to improve our overall health, to small donations we make that support larger causes.

Despite some significant upcoming events and their potential impact on the U.S. economy such as the Presidential election and the expiration of the Bush tax cuts, the outsourced business services (OBS) sector has continued to support an active merger and acquisition (M&A) market.

The philosophy behind collecting debt has evolved. Collectors’ role in the relationship between consumers and their debt is now more of a sales dynamic: Customer service tools serve collectors better in the long run when interacting with consumers than the more strong-armed tactics of the past.

Compliance around TCPA is murky and fraught. Not using a dialer at all isn’t necessarily the best business practice, but using a dialer to call cell phones can put a company on the wrong side of the statute. Technology options exist that can help with TCPA compliance — but none are without some risks.