With consumer preferences leaning more and more towards digital communications, it can be easy to consider call centers for debt collection as a thing of the past. In fact, the first prediction of call center demise came in the year 2000 “Death of the Call Center”—but don’t completely cross off calling to recoup delinquent funds.
Phone calls serve a valuable purpose in a fully omnichannel approach, in more ways than you may think…
The Differences Between Outbound vs Inbound Calling—And Why Both Are Crucial in Debt Collection
If your call center agents are only dialing out to reach delinquent consumers, you are missing out on opportunities to answer the phone for consumers ready to talk. Known as outbound vs inbound calling, both functions are vital components to a comprehensive omnichannel strategy.
So what’s the difference between outbound vs inbound calling?
- OUTBOUND: Call center agents dial out directly to consumers
- INBOUND: Call center agents answer incoming calls made by consumers
Whether agents are dialing out or answering the phones, calling has been a cornerstone of debt collection communications for decades, and its primary objective remains the same: recover owed money, negotiate and resolve issues, and arrange commitment for repayment plans.
Even when consumers are conducting more and more financial transactions online, phones still have specific use cases businesses can’t afford to ignore when collecting debts.
Use Cases and TrueAccord Success Stories
Calling as part of the debt collection communication mix may be considered the old-school method, but its use cases remain relevant today:
- Lack of email or digital contact information
- Acquiring consent for digital communications where required
- Reaching consumers unresponsive to digital outreach
- Follow up on failed or missed payments
And there are important use cases on the flipside of the phone line too. Allowing consumers to initiate contact through inbound calling can create a more accessible and manageable situation for consumers to negotiate repayment plans, particularly for those dealing with complex issues or disputes.
At TrueAccord we are digital-first, but not digital-only. By providing phones as an active channel for engagement, we are able to reach consumers who may otherwise slip through the cracks of digital communication and support a wider range of consumers, empowering them to resolve their financial obligations effectively and recover delinquent funds more efficiently.
“Thank you for working with me. TrueAccord is an amazing agency. Very flexible—just give them a call.” – Real consumer feedback