Free registration is required to access these resources. Login or Register.

Premium compliance products are also available in the insideARM Store

Jeff Stroum

Jeff Stroum

In the ARM world, agents are expected to pick up the attributes of new campaigns, clients, and agent groups within weeks, if not days. From new hire orientation to compliance jargon, or even simple program changes, agent scripting can be a key debt collection tool, helping agents navigate new territory.

Think of scripting as a map, a resource that empowers agents and ensures that calls reach the optimal outcome while adhering to best practices. Consider these scenarios, in which scripting guides the interaction:

New Agent Training. New hires face many obstacles as they get situated. They must learn the process and language in extremely short timeframes. The ability to view scripted language via an agent desktop offers call centers an essential tool to ease training. Armed with insight into cultural and workflow details, agents can create repeatable customer experiences.

Portfolio-Specific Language. As client-specific requirements and offerings evolve, continual (re)learning can decrease workflow pace, especially for those in collections roles arranging payments.  Rather than feeding agents content during intraday meetings, putting a map of sorts at their disposal can be much more effective. Keep the specifics top-of-mind with a scripting tool and with every screen pop, specific campaign details can be presented, empowering them to move toward successful resolution.

Compliance Requirements. As the rules governing interactions with consumers continues to proliferate, it becomes more critical that your team uses the right language with customers.  Whether its Mini-Miranda or HIPAA language, the specifics matter. For example, collectors often neglect to verify addresses after right-party verification. To ensure this step doesn’t get skipped, a script prompts the agent with the address recorded in the dialer file.

When it comes to your agents’ workflow and the path they have to travel, make sure they aren’t stranded on a strange road without a map providing them direction.  Equip them for success and optimal outcomes so their learning curves don’t undermine campaign success and profitability.

Agent Scripting becomes even more powerful when used within a portal that allows agents to click on hyperlinks that load external websites within the same window.  This tool can be particularly effective for accessing skip tracing sites or credit systems.

To learn more about SoundBite’s Agent Voice Portal and Agent Text Portal and how they can optimize your contact center, click here.

As a Senior Solutions Consultant in SoundBite’s Contact Center Business Unit, Jeff works directly with our clients to develop and implement communications strategies and solutions.  Jeff stresses the importance of delivering solutions that are not just functional, but streamline processes that are directly correlated to client initiatives, business acumen and strategic vision.  He plays an active role in the product, sales and marketing strategy as well as long-term positioning of the Hosted Dialer product.  Jeff has over a decade of experience in the Collections and Telco industries, most recently as a Director of Telecommunications and Quality Assurance.  Jeff can be reached at jstroum@soundbite.com.


Related Products

To the Point Technology Thumbnail

To the Point: Technology

This Operation Guide distills the information presented in our insideOperations webinar. It comes complete with a link to the full video recording of the webinar -- great for use for all-staff trainings and quarterly in-services -- as well as a Certificate of Completion and the full transcript of the webinar. This is a great resource for tracking training, allowing regulators and clients to see your agency's commitment to continuing compliance and education! (This product is approved for DBA International Certification Credit.)

To the Point: Telephony and Voicemail Messages (Updated for 2014)

To the Point: Telephony and Voicemail Messages (Updated for 2014)

From the popular Ask the Attorney webinar series produced by us here at insideARM.com, we've culled the pressing questions and the expert answers into mini-briefs, perfect for when you only need the latest legal thinking on a specific topic. We'll get you up to speed on the following: What is the impact of the recent Meyer v. PRA appeal as it relates to manual dialing of cell numbers? Should first-party collections' departments also have measurements for abandoned call rates? Are there any new changes for auto dialers and cell phones? Can a message for a consumer be left with a live third party? When should the mini-Miranda be used? Should it be used on a dialer call? And if it’s used on the dialer call, how is that not third-party disclosure? Can you leave a message on an attorney’s voicemail?

Thumbnail - To the Point: Voicemails and Foti

To the Point: Voicemails and Foti

Looking to get in and out quickly on Voicemails and Foti compliance? You can read all about our attorneys’ answers to the industry’s most pressing compliance questions in To the Point – Voicemails and Foti. We’ve condensed the questions asked at our August Ask the Attorney Webinar into a user-friendly, five-part guide covering: Foti and Zortman voicemails; the latest news in robo-dialing; and much more! We’ve also included two appendixes with the full text of key court cases and regulations cited by our attorneys during the webinar. Hot topics in consideration from this webinar included: voicemail confusion for debt collectors (Which is safer, Foti or Zortman?), state specifics for collection (Why is it so tough to leave a voicemail in New York City?) and more.

Thumbnail - Operations Guide: Call Recording

Operations Guide: Call Recording

Our Operations Guide: Call Recording presents the case -- and best practices -- around both recording all calls with consumers, and, in some cases, not recording your calls with consumers. Our experts -- Paul Maggioli of Castel; and Anita Tolani of Weinberg, Jacobs & Tolani, LLP -- help make sense of the conflicting and opaque regulations affecting the debt industry. This Operations Guide comes complete with a link to the full video recording of the webinar -- great for use for all-staff trainings and quarterly in-services -- as well as a Certificate of Completion. This is a great resource for tracking training, allowing regulators and clients to see your agency's commitment to continuing compliance and education!

Advertisement