We wanted to share some of our agents’ skills when navigating toward a positive customer experience, even while going through an experience that can be potentially difficult. While the systems a company uses and the strategy they craft is important, it’s the human factor that really distinguishes most companies. Here is a closer look.
Next-level listening skills
Before we talk about what needs to be said from a debt collection agency, it’s just as critical that the company shows its active listening skills. The best type of listening ensures more accuracy, and agents with this skill can also establish a better connection and relationship. The more active listening is experienced, the better and sharper it can be used to understand what a customer needs.
Reacting with empathy
There are nuances and emotional cues that skilled agents can hear during a call, or in the response back to an email. Knowing how to react right to customer challenges is an important part of strengthening the relationship.
Being a proactive problem-solver
Agile thinking techniques are also required as you collect debt. Customers have a right to expect fast resolution and the true identification of the root cause of the issue. Having a solid problem-solving arsenal can lead to an efficient process for everyone.
Consumer management tools
Having software or systems at your grasp that can help you supplement and support your work is great for many industries. For a modern contact center, it’s essential. Having all the information about a consumer right at your fingertips and ready to discuss means a streamlined and truly tailored response — something that all industries need more of these days.
Being an accountable partner for you
At MJR, responsiveness is critical to us, and we pride ourselves on bringing efficiency and empathy to all our work. Among the techniques we use are flexible pricing strategies, customized analytics and reporting, and a compliance program that is distinctive to your business’s requirements.
At MJR, we can be part of the help and support you need, including a more proactive approach to collecting on debt that mixes the latest technology with peerless customer service. Go to our site to see the full range of what we offer.
