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Give
Yourself Some Credit
Ten
Questions your Credit and Collections Manager should
answer:
1. Have
you integrated or will you integrate Credit Management with Customer
Relationship Management?
One
Reliable Source-Make use of a single full revenue cycle department
or service provider that does it all: from front end recruiting,
training and customer acquisition through customer care, billing,
retention and recovery.
2. Are you
compliant?
Compliance
Peace of Mind-Your compliance program ought to be able to withstand
a full-on business unit audit incorporating a broad spectrum of
control processes that ensure complete business adherence across all
disciplines
3. How is
the culture?
Be
Results Driven - Does your team of professionals make exceptional
results the number one goal? Do your control processes and aligned
compensation packages ensure your team is focused and highly
motivated to reach objectives in a win-win-win based environment?
4. What do
you do on a day to day basis that turns your goals into
reality?
Key
Drivers of Success - Your business processes are outlined in
policies that make sense for your staff and performance
specifications are clearly laid out. Corrective action is aligned
with continuous improvement - You have performance management tools
that are synchronized with Quality Assurance programs that, through
every level of the organization, the culture is supported by on-site
and centralized monitoring with dedicated quality assurance and
performance enhancement staff.
5. We
bought the technology but what happened to the ROI you
promised?
Leading
Edge Technology-Your operations may feature state-of-the-art
technologies, including IVR, dialers, call recording, Automated
Voice Services and Workforce Management Systems to name a few. But
it's knowing how these pieces should work together in relation to
your Collection department's needs that ensures a sound ROI.
Technology for technology's sake drains your resources far beyond
the initial investment.
6. What
automated services have you implemented lately?
Automated
IVR Solutions - Interactive voice solutions deliver 2-way voice
messages cheaply to thousands of customers per hour and also accept
payments without ever requiring a live agent, yet an agent is never
more than a key press away. 100% call recording lets you confidently
record and validate voice and transaction data while enhancing
quality control, compliance, training and customer
care.
7. Do you have a centralized solution for
collections around the globe?
Think
locally, act globally - By working with a centralized account
manager you can reduce the higher costs incurred in dealing with
numerous business partners in multiple countries. A single point of
contact coordinates all communications between you and your partner,
regardless of location, reducing the need for multiple dialogues and
instructions.
8. What would you do if your volume
increased 300% tomorrow?
The
Perfect Storm - Your challenge is to keep up with the targets and
stay within an acceptable range. If you had to transition to an
outsourcer or an automated solution overnight, would that pose a
problem? You need a unique blend of credit management and customer
care skills along with specialized technology and resources to
manage large volumes of calls and you need to do it while ensuring a
smooth payment process, early identification of solutions to
conflicts, efficient cash - flow and high customer
satisfaction.
9. Would
it be better if we sold our debts?
Managing
a receivables portfolio is resource-intensive, requiring the support
of customer care, IT, finance and credit management. If it's better
to sell, find a company that specializes in each of these fields.
You need a company that places the highest importance on providing
ethical and friendly credit mahttp://www.transcomna.com/newsletterARCHIVE/newsletterASIA0408.htmlnagement services to current and
former customers that will professionally handle any disputes or
complaints while ensuring that your brand is protected.
10. What
specialized services within the credit management area are you
developing to meet our changing needs?
Your
credit management services include, but are not limited
to:
Ledger
and payment management with fully automated workflow
processes Specialized back office outsourcing which
includes tracing and search mechanisms
State-of-the-art
solutions such as text message reminders and e-invoicing
Fully-integrated
revenue assurance services
Take over
and management of other internal credit management areas Partner on
outsourcing projects Queries and complaints processing
Credit
application fulfillment providing advice and analysis regarding
payment habits, thereby supporting and managing the credit decision
process
To
complement specialized services, work with multiple partners such as
finishing and mailing companies, banks and global telecommunications
companies.
Best
regards,
Daniel
Willis
Business Development Manager - Marketing
Transcom North America / Asia
80 King
Street, Suite 300
St. Catharines,
ON L2R
7G1
Canada
t.905.323.3939
extension 35074
http://www.transcom.com/
©
2008 Transcom Worldwide S.A. | 
