Customer Success Story

How One Debt Collection Agency Doubled Amounts Collected

With Arbeit’s TCPA compliant click to call solution, collectors at Advanced Capital Solutions were able to double their amounts on a per collector basis.

Industry

Debt Collection

Goals

Improve amounts collected compliantly without having to increase the number of collectors on the floor.

Tools Used

Arbeit’s TCPA compliant click to call solution

Obstacles

Traditionally, compliance and productivity were considered mutually exclusive.

Location

North Canton, OH

Results

Arbeit Click enabled Advanced Capital Solutions to increase revenue by 141% & decrease overhead by 44%.

We’ve had clients come to us and ask, how are you collecting this much money compliantly with the amount of people you have? They think that we have a 35-person floor. We have half that, and we’re collecting the amount that a 35-person floor would.


Paul Sims, Managing Partner at Advanced Capital Solutions
Paul Sims, Managing Partner at Advanced Capital Solutions

For Debt Collection Agencies, balancing productivity & compliance can be especially challenging.

Because of this, choosing the fastest or most cost effective dialing software is not always the optimal solution.

With a 35-person floor of collectors Advanced Capital Solutions wanted to find a way to collect more without increasing overhead costs or having to hire more collectors.

Additionally, staying compliant was another point of concern. 

Custom Call Dispositions

When an agency gets a new file that’s been fully skipped and back from batching, it’s expected that they may not touch all the numbers on that file. They may even spend a lot of time on a number that will never yield a payment. Many of the numbers are disconnected, go straight to voicemail, or simply wrong.

Advanced Capital Solutions used Click to develop a solution for this time waster.  They run new call list files through Arbeit Click. Then, they use Click’s custom dispositions to create a “Good Numbers” status. 

An example of a good number would be one that ID’d the person the collector was looking for on the voicemail.

Added Layer of Human Intervention

Because of Click’s second layer of human intervention, collectors act as voicemail detection – and they ARE smarter than the robots that normally do it. Therefore, agents at Advanced Capital Solutions were able to label good numbers with 100 percent accuracy.

Once that’s done, collectors have a list of only “good numbers” to call. They find it more efficient than continuing to run numbers they get no answer on over and over again.

No More 3-Second Pause

Arbeit Click allows agents to make 250 compliant calls per hour, per agent. It is the first product to remove the 3 second pause from the beginning of dials – an earmark of an ATDS and likely to land you a lawsuit.

Arbeit Click Enables Agents to Collect More With Less Overhead

It’s more than just a way to clean up accounts. In fact, according to data from just one batch of numbers, Advanced Capital Solutions was able to eliminate 90 percent of numbers that were “dead”, meaning disconnected, incorrect or unanswered. Agents no longer had to waste time dialing those dead numbers.

With the strategy enabled by Arbeit Click, Advanced Capital Solutions reduced their overhead by 44% and increased profit by 141%.

 

“When you hear a manager say, ‘Click is up,’ our agents literally run to their desk as fast as they can because they know that’s where the money is going to come from that day. It’s almost like being back in school when the teacher says ‘it’s recess time.’ Click is fun, and it’s productive and they know they’re going to make money off of it, so they run to do it.” 

– Paul Sims, Managing Partner at Advanced Capital Solutions

 

How Can We Help Your Agency?

Aside from compliance, Arbeit Click means less overhead, increased profits, and happy collectors.

What are you waiting for? Let’s get started!