Aon Consulting Quality Monitoring is based on behavior analytics, how to impact customer behavior. This approach can help a lot in collections. The insight to understand the interaction between customer and agent is valuable in leading to a desirable outcome. For example:
-with a collections group of a national bank we identified specific rep behaviors that made it more or less likely for the rep to secure payment from the customer. Understanding this, we were able to work with the customer to increase rep production, provide more consistent collections forecasting, reduce delinquencies and better manage uncollectible lists.
-with a financing division of a computer company we identified which behaviors are having the strongest impact on their customer satisfaction. This was specific to their product and industry. We implemented a quality monitoring program that improved their customer satisfaction scores by 12 points in the first year.
Our team of Industrial Psychologists works with our clients to focus the customer experience on your needs. I will be happy to share some case studies and customer best practices in the collections area with you. Reach out to me if interested.
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