Humanization in debt collection: how to do it and be more successful
Posted: Thu Jan 23, 2025 4:15 am
Humanized contact is increasingly important for companies to be successful in their interactions with customers. People expect close, personalized and relationship-focused approaches, as this encourages the achievement of results. In this scenario, humanization in debt collection becomes even more important.
If done correctly, the process allows for the review of amounts due without compromising the consumer experience. To achieve good results, it is essential to have adequate technology and training for operators. As a result, agents have everything they need to consolidate excellent performance.
To put this approach into practice, find out how to humanize collections and clear up any doubts you may have!
Collect and report on customer data
Since personalization is essential to the process, it is very important to start by analyzing relevant information about individuals. Ideally, you should gather all the relevant data, such as touchpoints , consumption origin and average standard behavior.
The intention is to check, for example, whether the customer ecuador whatsapp data is usually compliant with payments and whether the credit to be recovered is not so significant in relation to the lifetime value (LTV). Someone who, over time, has already spent R$10,000 with the company and owes R$300, for example, may have access to special conditions, given their importance to the enterprise.
Reports help to consolidate knowledge about people and facilitate decision-making. This makes it easier to define the appropriate way to act to recover values and keep customers close.
Unify touchpoints
Next, humanizing debt collection involves considering the customer's behavior in relation to points of contact. If the person used the telephone to resolve their biggest problems, they are likely to be more likely to communicate via phone calls .
By unifying these methods, it is possible to identify the best way to communicate with customers. Adding this to reports and data analysis is the guarantee of having a proposal that is close to the customer and meets their main interests. This way, the chance of success increases.
Develop a collection rule
The collection rule consists of a kind of guide or map, so that agents know how to proceed in relation to this phase. While it standardizes the action, it is a way of exploring personalization to generate better impacts.
The ideal is to develop a rule that takes into account various aspects, such as the waiting period for the first charge. To avoid defaulting , it is advisable to send notices before the invoice or bill is due. It is also a good idea to maintain active contact after the delay, because the longer the delay, the more difficult it will be to recover the credit.
It is also essential to define the ideal means of action. This means, for example, establishing whether communication will take place via SMS, telephone, social media, and so on. Depending on the customer profile, it is possible to determine different time and location settings.
Use consumer feedback
Buyers always give feedback when they contact us. If the intention is to humanize the collection process, then people's opinions must be taken into account. By recognizing what people expect or want, it becomes easier to define the ideal way to act and achieve success.
It is worth checking what people say about the service, what rating they give and what their level of satisfaction is. It is also recommended to understand people's suggestions and requests.
The more willing the business is to listen, the greater the chances of establishing a satisfactory contact. This way, the chances of achieving better performance increase.
Position yourself as a partner
Credit recovery is essential for a business to remain relevant and financially healthy. However, it is advisable to avoid definitions that are too strict or that do not open up the opportunity for negotiation.
Instead, it’s better to show yourself as a partner when it comes to setting payment terms. This will make people more likely to pay.
This does not mean that the company should be permissive or make excessive concessions. In the event of default, it was the consumer who broke the agreement initially planned. However, the company is on the stronger side of the relationship and must take this into consideration.
By analyzing the data and unifying the points of contact, you can create a proposal that meets people's needs and expectations. Being flexible about the payment method, for example by offering installments, increases the chances of the step going as expected.
Track agent performance
Since the intention is to consolidate humanization in debt collection, there are no definitive or universal solutions. Each company and even each group of customers has specific needs. Therefore, it is recommended to define the necessary conditions and monitor how the results are being obtained.
Start by establishing metrics, such as the rate of successful contacts or the amount recovered within a given period. Then, track the achievement of these numbers over time and by agent.
These analyses help to define what has worked and what still needs to be changed, in order to maximize the collection potential. In addition, it is a way to monitor the alignment and training of professionals.
If done correctly, the process allows for the review of amounts due without compromising the consumer experience. To achieve good results, it is essential to have adequate technology and training for operators. As a result, agents have everything they need to consolidate excellent performance.
To put this approach into practice, find out how to humanize collections and clear up any doubts you may have!
Collect and report on customer data
Since personalization is essential to the process, it is very important to start by analyzing relevant information about individuals. Ideally, you should gather all the relevant data, such as touchpoints , consumption origin and average standard behavior.
The intention is to check, for example, whether the customer ecuador whatsapp data is usually compliant with payments and whether the credit to be recovered is not so significant in relation to the lifetime value (LTV). Someone who, over time, has already spent R$10,000 with the company and owes R$300, for example, may have access to special conditions, given their importance to the enterprise.
Reports help to consolidate knowledge about people and facilitate decision-making. This makes it easier to define the appropriate way to act to recover values and keep customers close.
Unify touchpoints
Next, humanizing debt collection involves considering the customer's behavior in relation to points of contact. If the person used the telephone to resolve their biggest problems, they are likely to be more likely to communicate via phone calls .
By unifying these methods, it is possible to identify the best way to communicate with customers. Adding this to reports and data analysis is the guarantee of having a proposal that is close to the customer and meets their main interests. This way, the chance of success increases.
Develop a collection rule
The collection rule consists of a kind of guide or map, so that agents know how to proceed in relation to this phase. While it standardizes the action, it is a way of exploring personalization to generate better impacts.
The ideal is to develop a rule that takes into account various aspects, such as the waiting period for the first charge. To avoid defaulting , it is advisable to send notices before the invoice or bill is due. It is also a good idea to maintain active contact after the delay, because the longer the delay, the more difficult it will be to recover the credit.
It is also essential to define the ideal means of action. This means, for example, establishing whether communication will take place via SMS, telephone, social media, and so on. Depending on the customer profile, it is possible to determine different time and location settings.
Use consumer feedback
Buyers always give feedback when they contact us. If the intention is to humanize the collection process, then people's opinions must be taken into account. By recognizing what people expect or want, it becomes easier to define the ideal way to act and achieve success.
It is worth checking what people say about the service, what rating they give and what their level of satisfaction is. It is also recommended to understand people's suggestions and requests.
The more willing the business is to listen, the greater the chances of establishing a satisfactory contact. This way, the chances of achieving better performance increase.
Position yourself as a partner
Credit recovery is essential for a business to remain relevant and financially healthy. However, it is advisable to avoid definitions that are too strict or that do not open up the opportunity for negotiation.
Instead, it’s better to show yourself as a partner when it comes to setting payment terms. This will make people more likely to pay.
This does not mean that the company should be permissive or make excessive concessions. In the event of default, it was the consumer who broke the agreement initially planned. However, the company is on the stronger side of the relationship and must take this into consideration.
By analyzing the data and unifying the points of contact, you can create a proposal that meets people's needs and expectations. Being flexible about the payment method, for example by offering installments, increases the chances of the step going as expected.
Track agent performance
Since the intention is to consolidate humanization in debt collection, there are no definitive or universal solutions. Each company and even each group of customers has specific needs. Therefore, it is recommended to define the necessary conditions and monitor how the results are being obtained.
Start by establishing metrics, such as the rate of successful contacts or the amount recovered within a given period. Then, track the achievement of these numbers over time and by agent.
These analyses help to define what has worked and what still needs to be changed, in order to maximize the collection potential. In addition, it is a way to monitor the alignment and training of professionals.