An important tool that all businesses should have in their proverbial back pocket is a way to measure success and quality. The day-to-day work can be done, but if you never know how things are truly working it’s more difficult to adjust in times where improvement is needed.
At MJR, we have some elements in place to help with quality standards. The results are passed on to you in the form of great service and a strong business foundation from which we can both work.
When it comes to our agents that work with you on debt collection, we have a particularly robust way to measure quality. Here’s a look at what that means for you;
A team on your side as well as our own
MJR has a dedicated internal quality assurance team. Their roles challenge them to consistently monitor and measure key product indicators, or KPIs, to see what’s working and what might need to be addressed. Performance and service are the key drivers. That one-two combination is what makes an effective agent work best with customers as well as deliver on collections.
Keeping score in the most effective way
The quality assurance team is also in charge of rating and scoring our agents every month. Various factors are taken into account for each agent and an effectiveness percentage is given out. Once that data is collected, the agent meets with their manager and discusses the results that month. In addition, they may also talk about month-by-month trends when it comes to customer service or closure on debt collections.
These scorecards are reinforced for managers with charts and other formatting that indicates the entire scope of the company’s collections operations. This way, areas that need extra attention or possible correction can be addressed quickly – and with the right data to back up important decisions that affect all of our clients.
We’re here to strengthen your debt collection efforts
Employing the tools we’ve built to measure quality means that we can better scrutinize not only individual performance but also the company’s overall policies and techniques. Change is always welcome when you have the right tools in place to adjust what is needed to make your work more effective.
At MJR, our agents can be of support and help you with a more proactive approach to collecting on debt. We specialize in receivables services, including first and third-party programs, that are a mix of the latest technology with peerless customer service.
MJR can also assist with inbound or outbound contact center solutions, back-office processing, direct sales campaigns, and customer retention and management services. Go to our site to see the full range of what we have to offer.
