How Empathy, Consistency & Technology Drive Effective Collections
You don’t own and operate a sound debt recovery agency for more than 40 years without evolving with the world around you. To fuel success, you have to be on the front lines of an industry-wide metamorphosis, engaging with clients, employees and those that owe in new, revolutionary ways. American Collection Systems has experimented with different approaches throughout our tenure, but the most effective path forward is one guided by compassion, driven by technology and rooted in reliability.
Understanding & Concern: Why An Empathetic Approach Is Mission Critical – Now More Than Ever
When ACS first began, debt collection services were viewed more like brute force utility – go out there and get the money owed. We have worked, throughout our tenure, to soften that image. What was previously effective no longer flies and will result in a far less effective process, more headaches and greater in-house turnover. We now view what we do as a more informative service, designed to help folks correct course and allow businesses to reconcile their own costs. Not only does this improve rates of reconciliation, but also cuts down on time spent per each case.
These Are Real People With Their Own Lives & Worries
Debt comes in many shapes and sizes, but one thing is for certain – no one “likes” maintaining debt. However, some folks may not know what they owe and to whom. Some may believe they’re all caught up on their medical bills and that some of these calls are a scam. Others may be anxious about answering collections calls because they’re not exactly thriving in the financial department. These aren’t nefarious actors looking to get one up on the system – they’re simply everyday people with everyday lives and everyday worries.
We strive to leverage our experience as we research a client’s industry/niche, reach these individuals in an effective manner, empathetically discuss their payment options and remedy the situation as a whole. We’ve found that our most effective outcomes are realized when we have two people conversing, not a tense phone call “debtor” vs. “collector.”
At American Collection Systems, The Humanity Extends In-House
We have said it since we first opened our doors: Our strength is our people. We have grown exponentially by cultivating an equity-based environment and letting employee voices carry weight. As older generations have passed through the ranks, younger talent has grasped the torch and will continue carrying our company to greater success. We value insights from all of our employees and use their vision to bolster our mission.
Our COVID Response: A Display of Necessary Reliability & Agile Adaptation
When the pandemic struck, our team immediately began upgrading every facet of our operation to meet the new needs of our clients. Software, remote working, more communication with each project – we left no stone unturned and improved entire workflows along the way. Our goal was to learn as much as possible, as quickly as possible, while continuing to instill reassurance. We may not have had all the answers at the time, but knowing your debt recovery service provider is researching and adapting at a rapid pace while others are panicking improves confidence!
When the world returns to whatever “normal” may be, the lessons we learned during this time will carry us forward and we will continue to employ many of the same customer-centric, efficiency-minded tactics throughout the future.
What We’ve Found: Outsourcing Collections Is A More Sustainable, Smarter Option
Without a 3rd party assisting in debt and collection matters, the burden can become too cumbersome for a business owner or single department to handle. This can lead to ineffective calls, overlooked debts, less time improving your own day-to-day operations and just plain giving up.
That’s why we are here. American Collection Systems is on the front lines of debt collection every day. We have evolved to not only adopt the best communication platforms to reach “debtors,” but messaging that resonates and motivates them to do right in a timely fashion.
Are you ready to get paid without doing damage to your reputation?