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Quality vs. Quantity of Collection Calls
Collectors need to focus on the quality and dollar volume of payment commitments received, not on the number of collection calls they are able to complete in a given day or week. It is a mistake for the credit manager to set quotas for outbound collection calls. Quotas are actually easy to meet if the collector is willing to leave voice mail messages rather than taking the time necessary to find a ‘live’ person to talk to about the past due balance.
This does not mean that the volume of collection calls is not important. Instead, collectors need to be effective and efficient when calling customers. They cannot afford to sacrifice quality for quantity or quantity for quality. Instead, they need to find the right balance of each.
© 2011. Michael C. Dennis. All Rights Reserved