Let’s face it: the call center is changing, and changing fast. There has been a need for change: consumers have matured in the last few decades and are more aware of what they want. (And what they want isn’t cold calls at the dinner hour.) Technology has evolved and tripled the amount of channels through which companies can contact customers. Finally, a more demographically diverse U.S. population means understanding each group. Servicing and reaching out to them in ways that are likely to get the best response is important. Call it the “smart” call center to set it apart from the large, old-fashioned boiler rooms of decades ago.
At the same time, credit collections companies have been following a curiously similar path in recent decades. (In a recent article on Inside ARM, Mike Ginsberg points out how the two industries have grown up alongside one another with marked similarities.) Better technology, shifting demographics and higher volumes of work have demanded that credit collections companies morph with the times. In fact, the two industries – customer care and collections/accounts receivable) are so similar, that we’re starting to see the two operate side by side under the larger umbrella of business process outsourcing (BPO). Ginsberg notes that perhaps “side by side” is the wrong way to integrate CRM/call center and collections: they just might have a lot of offer one another... Read More