Outdated ARM Software Directly Impacts ROI

Agent performance is a recurring concern for businesses focused on account recovery.  Most  collection agencies, and other business models that rely upon account receivable management (ARM) software, mistakenly equate return rates to agent performance without considering the ways in which their systems are contributing to their success.  Technical and usability issues have a greater impact on agent performance than has previously been thought.

Consider the basic functionalities of your system and the actions that must be taken by your agents to work an account.  While on the phone with consumers, agents must navigate the ARM system to provide account details, update consumer data and process payments.  Most legacy systems offer only a portion of these capabilities, which then require an agent to open and execute other applications in order to complete actions on a single consumer account.  All of these actions impact average call-handling times, which in turn affects overall recovery rates.  Slow processing speeds or delayed response times also impact consumer relations, resulting in impatient consumers, negative experiences, and even future contact avoidance.

In addition to annoyed consumers, slow and complicated ARM systems can distract agents from truly connecting with the consumer on the line.  Strong interpersonal skills and engagement have been proven to boost consumer relations and recovery potential.  If agents must concentrate on the computer system rather than the caller, it may be reflected in the bottom line.  This kind of operational environment can put unnecessary stress on agents in an already difficult position.  Low job satisfaction leads to high turnover, a problem the industry is already plagued by.  New agents may have difficultly grasping older interfaces because they are used to more modern technology.  Additionally, your outdated system may also impact training times and recruitment capabilities.

In order to operate at your full potential you must give your agents the best opportunity for success, and that means providing them with the best tools.  Advances in technology are propelling ARM capabilities forward with new efficiencies and a better overall user experience.  If your agents aren’t yielding the production results you’re anticipating, then perhaps it’s time to examine your systems.

ARTrail® is the newest, most advanced ARM software on the market.  It’s all-in-one screen design puts all of an agents needs within one simple window. Contact us today for a demo.

Media Contact:
Gerald Jonathan
541.335.2283
gerald.jonathan@kghawes.com