Regulation F drove collections companies to integrate text messages and emails into their collections strategies. But even with the addition of those outbound strategies, there will always be consumers who prefer using telephone calls to communicate about their debt, and the collections call center has had to adjust to become more efficient in collecting via telephone.
Whether creditors have an internal call center or outsource to a third-party, the traditional call center model is changing.
What major events, like regulatory changes and changes in the workforce, are behind the change in the collections call center?
How can texting and emailing be integrated into a successful call center?
How can call centers increase the efficiency of their most expensive resource: their collectors, and what new skills do those collectors require?
What does the “ideal” call center look like in 2023, and in the future?
This webinar is sponsored by TCN.