Call center training is complex. Especially for those in accounts receivable. Not only must you set expectations for the job and explain daily processes – you must also teach agents how to remain compliant with rules and regulations. Debra Ciskey, Executive Vice President and Roger Weiss, President at The Collections Coach, recently gave a presentation for the CAC virtual conference on …
Negotiating Payment Plans: Successful Strategies for Call Centers
Payment negotiations are the most important part of accounts receivable. If agents don’t know the best tactics for setting up payment plans or collecting higher dollar amounts, you will routinely leave money on the table. Every accounts receivable call center should train staff in basic methods for collecting the highest amount in the shortest time frame possible.Top Down NegotiationTop down …
6 Tools To Help Employees Succeed at Remote Work
There was a time when remote work—commonly referred to as telecommuting—was widely regarded as an incentive not only for employees but also for their employers. However, with the COVID-19 pandemic, remote work has become less of an incentive than a necessity. After all, telecommuting is pretty much the only way some companies can continue their operations with a semblance of …
How To Win Healthcare Outsourcing Business During COVID-19
In 2019, an article from NPR covered healthcare outsourcing for collections, the practice of hospitals suing patients and the financial strain it may cause. Since the pandemic, there have been several more news stories on healthcare collection tactics, bringing up the ethics of whether or not they should be taking place. Healthcare organizations care about the wellbeing of their patients. …
The CFPB Issues Regulation F, but the Debt Collection Rules Are Far From Final
This article was written by Joann Needleman, Leslie C. Bender and Ann E. Lemmo. It was originally published by Clark Hill Law and is republished here with permission. The long-awaited Final Rule (Regulation F) for the Fair Debt Collection Practices Act (FDCPA) was issued Friday afternoon, concluding a seven-year rulemaking process. In its official press release, the Consumer Financial Protection Bureau’s (CFPB or Bureau) Director, …
What is a Payment Gateway? Choosing the Best Option for Accounts Receivable
Last updated December 2022 Running your accounts receivable business or team takes planning, organization, and the right tools. Along with the Accounts Receivable (AR) software organizations use to manage accounts, you need a payment gateway solution designed for your industry. What is a payment gateway and how do you choose the right one for accounts receivable?Payment Gateway DefinitionWhat is a …
A Debt Collection Compliance Minefield: Call Baiting
Adapting live conferences to a digital format has created many challenges for events coordinators this year. However, trade organizations – like the California Association of Collectors (CAC) – remain dedicated to providing resources and networking opportunities for members, just as in years past. During one session, Amanda Griffith, partner with Berman, Berman, Berman, Schneider & Lowary, LLP, discussed debt collection …
Who is PDCflow? Meet Dawn Updike
Employee professional development is an important – and valuable – part of running a business. At PDCflow, we take pride in growing our team and Marketing & Sales Manager Dawn Updike is proof that doing so is worth the investment. In her ten years with the company, she has held many positions and her list of accomplishments continues to grow. …
There’s No Place Like Home: HIPAA, Pandemics, & Cybercrime
As the number of folks working from home has skyrocketed during the pandemic, the effects of being more digitally connected have been both good and bad. Reports of suspected attacks by cybercriminals to the Federal Bureau of Investigation’s Cyber Division (known as the “IC3” or Internet Crime Complaint Center) are up 400% from pre-pandemic reports.1 The targets for attacks are …
Thriving in Third Party Debt Collection: An Interview With Lauren Valenzuela
In accounts receivable, it’s important to stay informed about upcoming legislation and other changes that will impact business (especially during major disruption, like the events happening this year). Lauren Valenzuela has been watching the trends and staying up-to-date with the latest in AR compliance as part of her job as Corporate Counsel, Performant Financial Corp. We had the pleasure of …
Increase Debt Recovery with the ‘Goldilocks Zone of Connection’
Are your collectors stuck in the friend zone with consumers? In other words, are your collectors sympathetic to consumers to the point where they feel bad asking for payment and don’t collect any money or only a small amount? Or, maybe it’s the opposite problem. Are your collectors so aggressive on collection calls that their words and behavior land them …
What is a Digital Accounts Receivable Strategy and Why Do You Need One?
Your business plan impacts every aspect of your agency’s day-to-day operations and long-term decisions. Although traditional approaches have worked in the past, technology, changing consumers, and current events are all forcing a shift in debt collection. It’s time to embrace a digital accounts receivable strategy to keep your business moving forward.What Is a Digital Accounts Receivable Strategy A digital accounts receivable …
