It’s Time to Take a Fresh Look at Agent Productivity

The traditional measure of call center efficiency – agent productivity – is overdue for an update. The number of calls handled and the time it takes to resolve a call are becoming less important. Today’s technology puts the focus on the ultimate productivity metric: net recoveries. That’s the difference between revenue received and the resources spent to generate that revenue – regardless of how many minutes the agent spends on the phone.

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News and Opinion

from insideARM.com

» It’s Time to Take a Fresh Look at Agent Productivity

» Unifin, Inc., a Seasoned Sub-Contractor on the ED Contract, is Positioned for Growth for ED’s NextGen

» SCOTUS Will Review Constitutionality of TCPA's Government Debt Exception

» CFPB Forms Taskforce to Review Federal Consumer Financial Laws, Includes Zywicki

» Central Portfolio Control Makes Donation to Sharing & Caring Hands

» Three Steps Every Company Must Take TODAY To Avoid CCPA Class Action Liability

» ConServe’s Jeans for Charity Program Supports the Homeless

» Sixth Circuit Holds Consumer Lacked Standing To Pursue “Meaningful Attorney Involvement” Claim

You Oughta Know, 14 January 2020

Welcome to You Oughta Know, a collection of links from around the internet that you should probably know about.

• United States: United States Supreme Court Clarifies When The Statute Of Limitations For FDCPA Claims Begins To Run. "In May 2018, we wrote about an interesting Fair Debt Collections Practices Act ("FDCPA") case in the Third Circuit. In that case, the en banc Third Circuit unanimously held that the FDCPA's one-year statute of limitations begins to run on the date that the violation occurs, not on the date that the plaintiff discovers the violation. The plaintiff in that case first learned about the defendant's alleged FDCPA violation approximately five years after it had occurred. The District Court dismissed the case on statute-of-limitations grounds, and the Third Circuit affirmed. But the case didn't end there." (Mondaq)
• New York lawmaker wants investigation into Spectrum's debt collection practices. "U.S. Rep. Anthony Brindisi (NY-22) is asking the federal government to investigate Spectrum and it's debt collection practices." (WGRZ)
  
• America is $23 trillion in debt. What that means for your budget. "Today, the country owes over four times more than it did in 2000, when the national debt stood at around $5 trillion. How did we get here?" (CNBC)
  

insideARM Jobs

» Remote SR. COLLECTION SPECIALIST – Brown & Joseph, Ltd. –

» General Counsel – Coast Professional, Inc. – Geneseo, NY; East Aurora, NY

» Chief Compliance Officer – Coast Professional, Inc. – Geneseo, NY; East Aurora, NY

» Remote Commercial Collector – Williams Babbit & Weisman – Boca Raton, FL

» Business Solutions Manager – Resurgent Capital Services – Mason, NA

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Women in Consumer & Commercial Finance Conference 2020

2 December 2020 at 06:00 a.m.

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Free Reports and Webinars

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» The State of Third Party Collections: Challenges, Trends, and Innovations

» Interstate Collections & Licensing

» Compassionate Phone Skill Set

» Data Security Requirements for the ARM Industry

» Operations and Compliance - A Profitable Relationship

» Board Training

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