Collector – May 2019 - 19

COVER

B

ritney is 26 years old. Her iPhone
is rarely more than a few feet
out of reach, and most of her
communication with family and friends
occurs via text message. Despite a reliance
on her phone to keep in touch, she's
unlikely to pick up when receiving calls,
especially those coming from unknown
numbers. Callers leaving messages are
wasting their time. She hasn't checked her
voicemail in months.
Britney is one of an increasing number of
people who are highly communicative while
being extremely choosy about the methods
they use to interact. She is exactly the type
of consumer that poses a challenge for
accounts receivable management companies
relying solely on traditional methods to
collect past-due debts.
As collection agencies seek ways to
effectively interact with consumers like
Britney, some are implementing programs
with highly intelligent virtual agents.
"I want to have as many available
methods of communication with the
consumer as possible," said Bill Hopkinson,
IFCCE, CCAE, president and CEO of CBC
Inc. and VCS Inc., which have used a virtual
agent named Alex made by Quantrax for
about a year. "We are finding that more
consumers-especially those who are
younger-don't want to speak by phone to
a human agent they may have incorrectly
prejudged as confrontational. So contacting
us online and interacting with Alex is more
appealing for them."
Virtual agents are software-based
applications capable of interacting with

"If your problem is
that your agents are
spending a lot of time
on nonproductive calls,
virtual agents are likely
a good fit for you."
COLLECTOR 05.19

19



Collector – May 2019

Table of Contents for the Digital Edition of Collector – May 2019

Upfront
Industry News
Best Practices
FYI
Collection Tips
The Robot Revolution
ACA International’s 2019 Convention & Expo
Number Crunching
Calendar
Honor Roll
Education Spotlight
Regulators Should Be In The Business Of Helping The Regulated Comply
ACA SearchPoint
Ad Index
Membership
Last Word
Collector – May 2019 - Cover1
Collector – May 2019 - Cover2
Collector – May 2019 - 1
Collector – May 2019 - 2
Collector – May 2019 - 3
Collector – May 2019 - Upfront
Collector – May 2019 - 5
Collector – May 2019 - Industry News
Collector – May 2019 - 7
Collector – May 2019 - 8
Collector – May 2019 - 9
Collector – May 2019 - 10
Collector – May 2019 - 11
Collector – May 2019 - Best Practices
Collector – May 2019 - 13
Collector – May 2019 - FYI
Collector – May 2019 - 15
Collector – May 2019 - Collection Tips
Collector – May 2019 - 17
Collector – May 2019 - The Robot Revolution
Collector – May 2019 - 19
Collector – May 2019 - 20
Collector – May 2019 - 21
Collector – May 2019 - ACA International’s 2019 Convention & Expo
Collector – May 2019 - 23
Collector – May 2019 - 24
Collector – May 2019 - 25
Collector – May 2019 - 26
Collector – May 2019 - 27
Collector – May 2019 - 28
Collector – May 2019 - 29
Collector – May 2019 - 30
Collector – May 2019 - 31
Collector – May 2019 - 32
Collector – May 2019 - Number Crunching
Collector – May 2019 - 34
Collector – May 2019 - 35
Collector – May 2019 - Calendar
Collector – May 2019 - Honor Roll
Collector – May 2019 - Education Spotlight
Collector – May 2019 - 39
Collector – May 2019 - 40
Collector – May 2019 - 41
Collector – May 2019 - 42
Collector – May 2019 - 43
Collector – May 2019 - 44
Collector – May 2019 - 45
Collector – May 2019 - 46
Collector – May 2019 - 47
Collector – May 2019 - 48
Collector – May 2019 - Regulators Should Be In The Business Of Helping The Regulated Comply
Collector – May 2019 - 50
Collector – May 2019 - 51
Collector – May 2019 - ACA SearchPoint
Collector – May 2019 - Ad Index
Collector – May 2019 - Membership
Collector – May 2019 - 55
Collector – May 2019 - Last Word
Collector – May 2019 - Cover3
Collector – May 2019 - Cover4
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