Can technological innovation meet this challenge, even more so when the collection has always been through human relationships? Undoubtedly, although for some it is difficult to understand it, and shield this with how efficient and effective technology is, the human touch and technology will always go hand in hand. The above is understood when analyzing at what times it is essential not to lose humanity for success on a day-to-day basis. In the world of collections, it is no different.
Although digital collection standardizes processes and creates defined stages for the treatment of customers, the points of contact and the understanding of the client's situation can never be left aside to increase that portfolio recovery rate. Hence, the use of machine learning and artificial intelligence components on the side of technological innovation, help to understand how and when to cover customers from early defaults according to their level of risk, thus seeking the best customer experience from the framework of collection.
Raised the above, then what should be considered to know how to combine or merge the human touch with the digital collection?
● Behind a customer there is a human being with feelings
As romantic as it sounds, it's important to understand that it deals with human beings. When this is understood, everything is planned in favor of the treatment and the experience of the client, because when they realize that they are treated in the best way and that their call is answered, it is the most valuable factor than any other.
Specifically in digital collections, technology is planned and used depending on each client, the stage in which they are and their history, it will be possible to cover collection situations more enjoyably and surely, with more successful results.
● The value of time and money
When it is understood humanly that both the client and the company itself want to invest as little time as possible in each process, technology can be implemented to manage processes in an agile and efficient way. And not only this, but the cost savings will be significant by implementing processes for the intelligent digital collection.
● Technology is a bridge
Companies revolve around their customers and understanding that technology is a bridge to improve this relationship and also offer them added extra value when it comes to building their loyalty, the importance of managing a gap between technology and the human factor becomes evident.
● Efficient digitalization
To implement digital collections in any company, it is enough to understand that digitalization will make customer relationships more efficient and closer having more knowledge of the status of my portfolio and/or my clients.
At Effective Computer Solutions, we understand the importance of gathering the human factor with technology, that's why our digital collection system considers every aspect necessary to be implemented in the best way. Do you think that intelligent digital collection could be of great help to improve portfolio recovery rates? Tell us your opinion.