What is Call Center Collection team?
Basically, there have two different units under Collection Call Center team.
1) Pre-due Collection Team
2) Past-due Collection Team
Purpose of Collection Team is to collect money from client from DPD - 7 to DPD +30.
Pre-due Collection Team: to take care of the clients who are in DPD -7 to Due date.
Past-due Collection Team: to take care of the clients who are in DPD+1 to DPD +30.
Communicating with the clients via SMS, viber SMS, IVR and phone calls.
What are the main task of Pre-Due Collection team ?
Make outgoing calls to client who are in before due date.
Have different client segmentations as Low risk, mid risk and high risk.
Based on this segmentation, the call frequency made by Collection team also different.
(E.g. Mid risk client received call from Collection team 2 days in advance. And high risk clients might received a call from Collection team 5 days in advance.)
Send SMS and IVR to clients in order to remind for payment to avoid penalty fees.
What CAs should do: Need to educate to client since beginning that those calls without pushing clients for immediate payment as it’s just reminding to avoid late payment.
What are the main task of Past-Due Collection team ?
Make make outgoing calls to client who doesn’t make payment after due date.
Have different client segmentations as Low risk, mid risk and high risk.
Based on this segmentation, the call frequency made by Collection team also different.
Send SMS and IVR to clients to make the payment as soon as possible.
What CAs should do:
Need to educate to client to make payment before the due date.
If not, Collection team will call to those client almost everyday until they make payment.
In case, if client doesn’t pick up the call in this stage, Collection team have skip-tracing team who will call to client’s family, neighbors to collect the payment.
Hence, CAs to educate client to pick up the call from Collection team as much as they can.
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