Building a More Scalable Collections Team: How AI Is Changing Collections Operations

Collections teams are under increasing pressure to manage growing customer volumes while controlling costs, maintaining compliance quality and finding and retaining the people they need.

Recent research conducted by Aryza in conjunction with GoCardless highlights the scale of the challenge.

• Staffing capacity and cost was identified as a key concern by 42% of respondents
   
• 39% highlighted staffing ability and training, putting workforce challenges among their highest issues 

In this practical webinar, we’ll look at how collection teams can respond. The focus isn’t on replacing agents with AI, but on managing agents more effectively, making better use of the people you already have and creating an operation that can scale. 

We will cover:

• Recruitment and Retention: how the changing role of the collection’s agent and the move towards digital engagement can help address some of the challenges around attracting and retaining people. 

• Training and Supporting Agents: how AI can provide guidance, suggested responses and feedback to help agents develop and perform effectively.  

• Increasing Agent Capacity: how automation can take care of routine interactions and enable agents to manage significantly more customer conversations without simply increasing headcount.  

• Using AI to improve quality and oversight: how AI-powered QA can give managers greater visibility across agent conversations while reducing the reliance on manual sampling.  

This will be a practical session grounded in the challenges collections teams are facing today, using the latest research alongside real examples of how businesses can manage their agents more effectively and build greater capacity into their collection’s operations.