As a business, you can have a plan for how day-to-day work takes place, but it only truly works when success and quality are measured in some way. Getting a clear picture of progress and measuring success makes it easier to adjust when improvements need to be made.
At MJR, we have some elements in place to measure quality standards with staff and how those relate to your business needs. These results are shared with you as part of our work together, so we can have a strong business foundation from which we can both work.
When it comes to our agents who work with you on debt collection, we have a particularly robust way to measure quality. Here’s a look at what we utilize.
A team on your side
One differentiator MJR has is our dedicated internal quality assurance and analytics teams. Working together, the team members consistently monitor and measure key product indicators, also known as KPIs, to see what is working and what needs improvement.
These drivers are centered on genuine performance, call compliance and customer service when it comes to the agents we employ. This combination makes an effective agent work best with customers and deliver on collections.
Using AI
We use Artificial Intelligence (AI) to “listen” to calls and offer the agent helpful response options to guide the conversation towards a workable resolution with the consumer. This real time assistant keeps agents focused on compliance and effectiveness, while maintaining best practices in customer service!
A way to measure consistent success
The quality assurance team is also responsible for rating and scoring our agents weekly to monthly (depending on requirements). Different factors are considered for each agent, and every agent receives a compliance and effectiveness percentage for their efforts. Results are logged in a trend report which presents the data in a colour-coded format. Over time, agents can see their results improve.
As calls are scored, the results are forwarded to the agent and manager. Additionally, KPI results are shared with agents each day to monitor and measure productivity, recoveries, inventory and conversion rates. Each week, the agents and managers review the findings and discuss opportunities to improve, or to recognize success.
These scorecards are reinforced for managers with charts and other formatting showing the entire scope of the company’s 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.
Strengthening your debt collection efforts
Utilizing the tools we’ve built to measure quality means that we can better scrutinize individual performance and the company’s overall policies and techniques. Change is always welcome when you have the right tools to adjust what is needed to make your work more effective.
At MJR, our agents can be supportive and help you with a more proactive approach to collecting on debt. We specialize in receivables services, including 1st and 3rd party programs that mix the latest technology with peerless customer service.
Go to our website to see the full range of what we have to offer, or contact us and let us know your own needs and concerns with debt collection. We’d love to hear your story!
