Office processes like invoice management are built and refined through countless rounds of trial and error. Usually though, companies don’t have time to dedicate to changing an entire end-to-end process. As technology advances and consumer communication preferences shift, this can cause a big problem. If your office is only changing sections of your customer invoicing process without reviewing the big …
Best Practices, Tools, and Strategies to Improve Customer Service Quality
Using a range of strategies to improve customer service quality is the best way to ensure you’re prepared for any type of issue. After all, problems can occur anywhere along the customer journey. It’s important to strive for excellent customer service with high quality standards to build trust and brand loyalty.Basic Customer Service Skills Before making big changes to your …
Expert Advice to Create Call Center Employee Career Development Plans
Every time a good employee quits, your office loses knowledge and experience that could have enriched your organization. If you’re tired of training people only to lose them months later, consider adding a career development plan to your employee pipeline. Beth Conklin, Director, Organizational Training and Development at State Collection Service, Inc. and Hal Trapp, AVP, Organizational Initiatives at Receivable …
6 Step Blueprint to Prevent Call Center Burnout and Stress
Many collectors experience call center burnout in their careers. Back to back negative calls, pressure to meet goals and countless other factors can contribute. When your call center agents are in this position, they can’t recognize missing opportunities for collection (making the problem worse). Luckily, CollectorLive! provides debt collectors in all stages of their careers with tools, tips and education …
Credit Union Challenges and Opportunities: Balancing Recovery Rates and Member Retention
Many organizations rely on customer loyalty to thrive. Credit unions (which must maintain membership rates to stay competitive) often find themselves in this tenuous position. This balancing act between retention strategies and collection efforts is just one example of the credit union challenges you may have experienced in your own branch. To help you face these challenges head on, PDCflow’s …
Wet Signatures and Electronic Signatures: What to Know
Ink signatures have long been the standard to signify a legally binding contract. The term wet signature even refers to the ink on paper signed by hand. As demands increase for faster business processes and digital communication, companies are looking for ways to simplify the signing process. For those who are still collecting signatures by hand, can your business or …
Improve Call Center Operations Through Training and Technology
Improving your call center operations is an ongoing struggle. You want to provide the best customer experiences possible but managing large teams and standardizing processes is hard. From acquisition to customer service to payment, there are many steps where the system can break down. Investing in workflow tools and the latest training techniques will make life easier for your customers …
PDCflow Earns G2 High Performer and Momentum Leader for Winter 2022
Have you ever wondered what people who use software products really think about their tools? Now you can find out! PDCflow was recently given several awards from software review website G2 Crowd, based directly on customer feedback. With an overall rating of 4.7 out of 5, it’s safe to say our customers are happy about our payment communication software. Here …
What is Contract Management? Steps to Implement a Digital Contract Management Strategy
What is contract management? Simply put, contract management is the process of managing the negotiation, creation, sending or receiving of contracts between parties. However, that process will look drastically different for a large corporation with the luxury of a contract manager and staff versus a small business with just a few employees. What does contract management look like within your …
An In Debt Discussion: Technology, Compliance and Payments Made Easy
Are you looking for a way to better leverage your technology options to create a better consumer connection experience in accounts receivable? The new podcast “An In Debt Discussion,” hosted by Jacqueline H. Waller, covers this and more with a new guest and topic each episode.Waller, with almost two decades of experience in the ARM industry, is hoping to use …
Thriving in Third Party Collection: An Interview With Bethany Robertson
Like many people in accounts receivable, Bethany Robertson found her career path by accident – working part time for an agency during college. Now, Vice President, co-owner, and founder of Debt Recovery Solutions of Ohio, Inc, she runs a thriving collection agency of her own. As a long time customer of PDCflow, we wanted to highlight Robertson’s accomplishments, as well …
Make the Right Hiring Decision: Tips for Interviews and Resume Reviews
Today’s post is a guest blog written by Mary Shores, agency owner of Midstate Collection Solutions. It’s no secret that hiring has become a challenge in most industries, and the debt collection industry is no exception. We spend time writing job descriptions and interviewing, only for our candidates to change career paths. Or, we choose a bad hire who only …
