Collector - June 2017 - 8

BESTPRACTICES

Shout Outs
How consumer compliments can give
your business a lift.
By Anne Rosso May

Y

our debt collectors are
compassionate, supportive and
helpful. Every day they speak to
consumers who are grappling with difficult
financial circumstances and help them get
back on track.
Often these consumers express their
gratitude beyond a simple, "Thank you."
What are you doing to keep track of all
the nice things your collectors hear from
consumers? Here are three tactics you can
use to promote consumer compliments and
recognize employees for their hard work.

ON THE RECORD
Contrary to popular belief, debt
collection conversations are rife with
consumer compliments, but you can't
gauge how often they happen unless you
start tracking them. If you have a speech
analytics system, try monitoring for both
compliance issues as well as praise for
your collectors.
But keeping an ear to the ground for
happy consumers doesn't always require
you to invest in new technology-the
DIY approach works just as well. For
instance, AmeriCollect created a tracking
code collectors can use to manually log
compliments they receive during a call.
ConServe uses a hybrid approach. While
it does use speech analytics to measure
debt collectors' performance, it also tracks
compliments consumers submit themselves
as well as through a survey that's offered
after every call.
"The survey is a system-generated set
of questions set up through our operating
system," said Stacy Bartl, public relations
director at ConServe. "Results are published
daily so management can identify who has
had excellent survey responses and credit
is given without delay. [Debt collectors] do

08

not log the compliments-they are reviewed
and tracked by another department or
calculated by the system if they originated
from the phone survey." 
While you'll likely get the majority of
your consumer compliments during phone
calls, don't forget to offer feedback tools on
your website too. This could be as easy as
tweaking the title of your online complaint
form to something like, "Compliments and
Complaints." (Studies show that putting
the word "compliment" before the word
"complaint" can subtly influence consumer
perceptions.) And let consumers know
that employees will get recognition for a
job well done.

ConServe has a feedback form on its
website called World-Class Wows, which
invites both clients and consumers to let the
company know how it's "wow'd" them.
"We value the feedback that it provides
and consider it an important tool in
gauging our team's collective effectiveness
as well as presenting opportunities to
recognize exemplary employee behavior,"
Bartl said.

SPREAD THE NEWS
Once you have an established stream of
good vibes coming into your company, let
the public and your clients know about the
positive feedback. Posting the information

ACAINTERNATIONAL.ORG


http://www.ACAINTERNATIONAL.ORG

Table of Contents for the Digital Edition of Collector - June 2017

President's Page
Industry News
Best Practices
FYI
Collection Tips
In Case of Emergency
Pulling Back the Curtain
ACA International's 2017 Convention and Exposition Preview
Calendar
Honor Roll
Seeing Eye to Eye
The Business Battle
Blueprint for Success
Federal Court Nixes CFPB Enforcement Action That Claimed a Payment Processor Ignored Fraud
Compliance
ACA SearchPoint
Last Word
Collector - June 2017 - Cover1
Collector - June 2017 - Cover2
Collector - June 2017 - 1
Collector - June 2017 - 2
Collector - June 2017 - President's Page
Collector - June 2017 - Industry News
Collector - June 2017 - 5
Collector - June 2017 - 6
Collector - June 2017 - 7
Collector - June 2017 - Best Practices
Collector - June 2017 - 9
Collector - June 2017 - FYI
Collector - June 2017 - 11
Collector - June 2017 - Collection Tips
Collector - June 2017 - 13
Collector - June 2017 - In Case of Emergency
Collector - June 2017 - 15
Collector - June 2017 - 16
Collector - June 2017 - 17
Collector - June 2017 - 18
Collector - June 2017 - 19
Collector - June 2017 - Pulling Back the Curtain
Collector - June 2017 - 21
Collector - June 2017 - 22
Collector - June 2017 - 23
Collector - June 2017 - 24
Collector - June 2017 - 25
Collector - June 2017 - ACA International's 2017 Convention and Exposition Preview
Collector - June 2017 - 27
Collector - June 2017 - 28
Collector - June 2017 - 29
Collector - June 2017 - 30
Collector - June 2017 - 31
Collector - June 2017 - Calendar
Collector - June 2017 - Honor Roll
Collector - June 2017 - Seeing Eye to Eye
Collector - June 2017 - 35
Collector - June 2017 - The Business Battle
Collector - June 2017 - 37
Collector - June 2017 - 38
Collector - June 2017 - 39
Collector - June 2017 - Blueprint for Success
Collector - June 2017 - 41
Collector - June 2017 - Federal Court Nixes CFPB Enforcement Action That Claimed a Payment Processor Ignored Fraud
Collector - June 2017 - 43
Collector - June 2017 - Compliance
Collector - June 2017 - 45
Collector - June 2017 - ACA SearchPoint
Collector - June 2017 - 47
Collector - June 2017 - Last Word
Collector - June 2017 - Cover3
Collector - June 2017 - Cover4
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