Collections agencies rely heavily on their contact center agents to maximize recovery of clients’ outstanding debt. Not only do agents need to know the right things to say to collect payment, they also have to comply with strict requirements so their efforts do not run afoul of the law.
For too long, ONLINE Information Services Inc., a collections agency that’s been around for decades, relied on out-of-date insights into how their agents were performing and struggled with post-call analytics technology that always left them a step behind and was hard to maintain. They turned to Balto’s one-of a-kind real-time technology to help improve their compliance, training, and overall contact center operations.
Finding qualified staff, ensuring compliance while optimizing debt collection, and maintaining a complex post-call analytics solution.
Balto’s real-time guidance, which simplified onboarding and training, and offered in-call support to improve agent effectiveness.
Improved call structure resulting in better compliance, reduced time spent making updates to playbooks and scripts, and planned expansion into sales and training.
ONLINE Information Services, Inc. helps its clients eliminate bad debt through point-of application risk assessment and bad debt recovery. With its proprietary database technology, ONLINE is one of the most sophisticated collection agencies in the nation, priding itself on delivering excellent results for the utility, property management and healthcare clients, as well as other types of delinquent debts. The key to ONLINE’s success is its call center collection team, which strives to collect outstanding money at the point of contact and resolve clients’ debt.
Balto enables our agents to sound more professional on the phone. What they were saying before we began relying on Balto would get their point across, but they weren’t using the keywords and phrases that were the hook to get people to pay. Now that we are able to provide them with more consistency in language and checklists, the call flow is better and more effective.
– Mike McCeney, Collections Manager
Based in Winterville, N.C. – about 80 miles east of Raleigh – ONLINE faces challenges hiring, finding and retaining qualified staff, since there are no other similar third-party agencies in the area that employ experienced collectors.
We had to increase training time for our new hires to ensure they were properly equipped to handle calls professionally and collect more without wasting too much time
– Mike McCeney, Collections Manager
The team leverages software to ensure applicants are qualified, and then once collections agents were hired and trained, ONLINE relied on a popular post-call analytics solution to help them improve their interactions with callers. But this solution wasn’t ideal because it:
Frustrated with the time spent maintaining its post-call analytics solution, the ONLINE team started to explore options that would enable them to offer real-time guidance to their agents. That’s when they discovered Balto. ONLINE first deployed Balto’s real time guidance platform in its collections call center. They centralized all resources in Balto for easy access, so agents didn’t have to rummage through files to find the most up-to-date information.
I spent about two hours a day, every day managing our previous post-call analytics solution; three to four hours
a day if we were making major changes, like adjusting scorecards. Now with Balto, even these more extensive changes only takes 10 min.
– Paul Lengyel, Compliance Manager
With Balto, ONLINE is able to:
With Balto, collections agents have the information they need in the moment, and data can be downloaded easily to rate the agents’ compliance scorecards. Balto was particularly helpful during COVID-19, as the company brought back furloughed collections agents, giving them:
Balto not only provides the collections agents with better structure, it also gives ONLINE’s managers better visibility into performance and enables them to track progress. Thanks in part to Balto, compliance scores increased dramatically in just three months, going from an average of less than 40% to over 86%.
Now that Balto is up-and-running in the collections call center, ONLINE is in the process of implementing it in other ways:
Increase in compliance scoreboard averages
Reduction in weekly management time