What High-Performing Collections Teams Do and Why It Works 

Most collections teams are working with the same tools, channels, and constraints yet some consistently outperform others. So, what’s actually making the difference?

In this 45-minute fireside chat, we’ll explore what high-performing collections teams are doing differently across performance, productivity, and customer engagement, and how those approaches translate into better conversations and collections outcomes without increasing headcount.

Here’s a flavour of what we will cover: 

• What actually moves collection rates: channels, timing, or messaging?
• Where payments are being missed in the collections process and why many teams don’t realise it’s happening.
• How to improve collections without hiring more agents and what can you do
• What’s holding your collections agents back from handling more customer conversations?

 On the productivity side, we’ll chat about how some teams are dramatically increasing the number of customer conversations their agents can handle, moving from dozens to hundreds per day without driving up costs or compromising quality.

Finally, we’ll focus on one of the biggest challenges we hear about from our clients, how to reconnect with customers who don’t respond. We’ll share how teams are rethinking their approach including strategies that are helping recover payments from previously unreachable customers.

This session is designed as an open, practical discussion sharing real experiences, insights and most importantly what’s working, what isn’t.