We place strong values at the forefront of every action we take. “Do the right thing, 100% of the time” is consistently reinforced across all our locations.
Our employees are extensively trained in official courses from ACA International, effective negotiation and counseling techniques, full compliance, and our state-of-the-art collection software. All collectors are then part of our ongoing training program to remain at the cutting edge of regulations, negotiating tactics, and client needs.
While recording both inbound and outbound calls are important in the collections industry, it’s what an agency does with these recordings that makes the difference. When choosing a partner for your collections needs, it is imperative that you look at more than just the fees they charge – you want to make sure the tools and techniques they utilize will provide you with the best netback to maximize your bottom line.
Speech analytics is one such tool that makes an impact on the way in which an agency works your accounts. Ensuring your account representatives are using the right language, offering appropriate discounts, and spending the right amount of time on a call is just the tip of the iceberg when it comes to the power of speech analytics!
We recognize the importance of securing data – not just our data, but our clients’ as well. That’s why our IT Steering Committee is led by both our Chief Information Officer as well as our Information Security Officer. This team not only ensures that we meet or exceed HIPAA, PCI, and InfoSec best practice standards, but also manages our SSAE 16 / SOC data centers. Additionally, we utilize an outside disaster recovery vendor to ensure business continuity and uninterrupted service for our clients. And this just scratches the surface of our in-depth Information Security program.