Collector - October 2020 - 34

BUSINESSOPERATIONS

Ask the Experts:
Forward Momentum
We asked three ACA International award winners to tell us
about something they learned from the pandemic that has
helped make their business better.

What change have you made
in your business because of
the pandemic that you think
will stick for good?
JACK W. BROWN III, president, Gulf Coast
Collection Bureau. Winner of ACA's 2020 Harry
J. Strausser Jr. ACPAC Ambassador Award.
"We learned that having our servers in the cloud,
something that we implemented several years
ago, was a huge advantage when deploying a
remote workforce. This allowed us to access our
information from any location using two-factor
authentication and other security measures to follow our data security
standards. But the most important lesson [we] learned was how to keep a
remotely deployed workforce working as one connected team. We were able
to do this by using a spark application that allowed agents to message their
supervisor for assistance while on a call; this technology will also work in
an office setting to allow agents to remain at their desk while also getting
their supervisor's assistance on a call."

MELISSA NASH, president, Checkmark
Collections. Winner of ACA's 2020 Unit Leader of
the Year Award.
"To prepare for the post-COVID-19 economy,
we decided to rebrand from ARI to Checkmark
Collections. This change reflects our overall
consumer-friendly mindset. We feel that the
new name is more easily identifiable to both
potential customers as well as consumers. It also helps us prepare for
future expansion of our brand. Additionally, we are teaming up with AI
technology partners who recognize the value in small to medium-sized
agencies. We are starting with IVR phones and playbooks, with future
integration in 12-18 months."

34

JEFF DIMATTEO, president,
American Profit Recovery. Winner of
ACA's 2020 Member of the Year
Award.
"The thought of having collectors work
from home before this pandemic was
always a 'no way' for me. I believed
that in-person team collaboration was
too important, especially for newer collectors. However, I was
pleasantly surprised! Like most, we were forced to quickly move
all our employees to work from home when the pandemic hit.
I couldn't be more pleased and proud of how our employees
came through. Not only did their daily numbers and production
stay steady and even increase, their complaints went down and
compliments multiplied. I believe we will look to enable our
collectors to stay work-from-home or do a mix of office and
WFH as we all develop new ways of doing business."

ACAINTERNATIONAL.ORG


http://www.ACAINTERNATIONAL.ORG

Collector - October 2020

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Collector - October 2020 - 1
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