Give Your Collection Agents a Map to Success with Scripting

Jeff Stroum

In the ARM world, agents are expected to pick up the attributes of new campaigns, clients, and agent groups within weeks, if not days. From new hire orientation to compliance jargon, or even simple program changes, agent scripting can be a key debt collection tool, helping agents navigate new territory.

Think of scripting as a map, a resource that empowers agents and ensures that calls reach the optimal outcome while adhering to best practices. Consider these scenarios, in which scripting guides the interaction:

New Agent Training. New hires face many obstacles as they get situated. They must learn the process and language in extremely short timeframes. The ability to view scripted language via an agent desktop offers call centers an essential tool to ease training. Armed with insight into cultural and workflow details, agents can create repeatable customer experiences.

Portfolio-Specific Language. As client-specific requirements and offerings evolve, continual (re)learning can decrease workflow pace, especially for those in collections roles arranging payments.  Rather than feeding agents content during intraday meetings, putting a map of sorts at their disposal can be much more effective. Keep the specifics top-of-mind with a scripting tool and with every screen pop, specific campaign details can be presented, empowering them to move toward successful resolution.

Compliance Requirements. As the rules governing interactions with consumers continues to proliferate, it becomes more critical that your team uses the right language with customers.  Whether its Mini-Miranda or HIPAA language, the specifics matter. For example, collectors often neglect to verify addresses after right-party verification. To ensure this step doesn’t get skipped, a script prompts the agent with the address recorded in the dialer file.

When it comes to your agents’ workflow and the path they have to travel, make sure they aren’t stranded on a strange road without a map providing them direction.  Equip them for success and optimal outcomes so their learning curves don’t undermine campaign success and profitability.

Agent Scripting becomes even more powerful when used within a portal that allows agents to click on hyperlinks that load external websites within the same window.  This tool can be particularly effective for accessing skip tracing sites or credit systems.

To learn more about SoundBite’s Agent Voice Portal and Agent Text Portal and how they can optimize your contact center, click here.

As a Senior Solutions Consultant in SoundBite’s Contact Center Business Unit, Jeff works directly with our clients to develop and implement communications strategies and solutions.  Jeff stresses the importance of delivering solutions that are not just functional, but streamline processes that are directly correlated to client initiatives, business acumen and strategic vision.  He plays an active role in the product, sales and marketing strategy as well as long-term positioning of the Hosted Dialer product.  Jeff has over a decade of experience in the Collections and Telco industries, most recently as a Director of Telecommunications and Quality Assurance.  Jeff can be reached at jstroum@soundbite.com.