Collector – January 2020 - 37

ACANEWS

Strausser speaks at a conference in Bogota, Colombia.

market is relative to contemporary
communication strategies. Social media,
texting, SMS messaging, the use of
WhatsApp and the concept of omnichannel communications were front and
center in their presentations and among
the exhibitors in attendance in their
expo hall.
Many of the exhibiting companies
I spoke with were excited about
the emerging opportunities for
communication-based firms in the
U.S. Many asked about how they could
better engage U.S. accounts receivable
management companies, and several
have already opened U.S. offices as they
watch the Consumer Financial Protection
Bureau's proposed rulemaking surrounding
debt collection communication platforms.
I've talked to a number of these firms from
around the world in recent months that are
focusing their marketing efforts on the U.S.
and ACA's members in particular.
During this trip, I also had the
opportunity to spend a day at a one of the

COLLECTOR 01.20

largest call centers in Colombia. With a
staff of 1,500 collectors, Contento (which
translates from Spanish to "happy") has
a fantastic company culture. They are
keenly focused on the happiness of their
team members and ultimately on offering
a happy experience to the consumers from
whom they are attempting to collect.
Team members focus on their personal
dreams, and all bonuses and additional
remuneration target the things that made
the team members happy. The company
has relaxation rooms, three restaurants
on site with special pricing on food, and
playground-type slides that offer more
daring employees an alternative to steps or
an elevator. During my visit, I jumped into
a large box of plastic balls with Contento
leadership to relieve the stress of the day.
Consumer communication has changed
dramatically over the past 10 years. We are
much more consumer-centric and focused
on education and helping the consumer
get to a better place. Contento even works
with other companies to help find jobs

for consumers who are unemployed or
need more income; a portion of that
remuneration is allocated to their debts.
Their corporate culture dictates that when
everyone is happy, then everyone is much
more apt to communicate effectively and
collaborate on paying their debt.
We embrace our international
counterparts and continually welcome
them as association members. ACA leaders
will continue to speak at overseas events to
promote the good work of our association,
with a goal of growing this membership
segment. Neeb has often commented
during his industry updates that "as long
as there is International in our association
name, we will continue to support this
membership segment." I believe that is an
important message as I also remain focused
on making ACA the association of credit
and collection professionals leading the
global industry charge.
Harry A. Strausser III is ACA's director of
education and membership development.

37



Collector – January 2020

Table of Contents for the Digital Edition of Collector – January 2020

Upfront
Industry News
Best Practices
FYI
Collection Tips
Radical Redesigns
Four State Legislative Trends to Watch
Calendar
Honor Roll
Education Spotlight
Our International Reach
Tech Times are Changing
Exceptional Programming and Speakers Pay Off
Looking Forward to Monday Morning
Contextualizing Consumer Complaints
Another Look at Written Disputes
ACA SearchPoint
Ad Index
Membership
Last Word
Collector – January 2020 - Cover1
Collector – January 2020 - Cover2
Collector – January 2020 - 1
Collector – January 2020 - 2
Collector – January 2020 - 3
Collector – January 2020 - Upfront
Collector – January 2020 - 5
Collector – January 2020 - Industry News
Collector – January 2020 - 7
Collector – January 2020 - 8
Collector – January 2020 - 9
Collector – January 2020 - 10
Collector – January 2020 - 11
Collector – January 2020 - Best Practices
Collector – January 2020 - 13
Collector – January 2020 - FYI
Collector – January 2020 - 15
Collector – January 2020 - Collection Tips
Collector – January 2020 - 17
Collector – January 2020 - 18
Collector – January 2020 - 19
Collector – January 2020 - 20
Collector – January 2020 - 21
Collector – January 2020 - 22
Collector – January 2020 - 23
Collector – January 2020 - Radical Redesigns
Collector – January 2020 - 25
Collector – January 2020 - 26
Collector – January 2020 - 27
Collector – January 2020 - Four State Legislative Trends to Watch
Collector – January 2020 - 29
Collector – January 2020 - 30
Collector – January 2020 - 31
Collector – January 2020 - Calendar
Collector – January 2020 - Honor Roll
Collector – January 2020 - Education Spotlight
Collector – January 2020 - 35
Collector – January 2020 - Our International Reach
Collector – January 2020 - 37
Collector – January 2020 - Tech Times are Changing
Collector – January 2020 - 39
Collector – January 2020 - 40
Collector – January 2020 - 41
Collector – January 2020 - Exceptional Programming and Speakers Pay Off
Collector – January 2020 - 43
Collector – January 2020 - 44
Collector – January 2020 - Looking Forward to Monday Morning
Collector – January 2020 - Contextualizing Consumer Complaints
Collector – January 2020 - 47
Collector – January 2020 - 48
Collector – January 2020 - 49
Collector – January 2020 - Another Look at Written Disputes
Collector – January 2020 - 51
Collector – January 2020 - ACA SearchPoint
Collector – January 2020 - Ad Index
Collector – January 2020 - Membership
Collector – January 2020 - 55
Collector – January 2020 - Last Word
Collector – January 2020 - Cover3
Collector – January 2020 - Cover4
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