Debt Collection
Inbound Only. As Much as a Person at the Desk.
The chief executive of a collections company told us the AI collects as well as a human collector. On inbound calls alone, so the contact stays compliant, that is about 150 to 200 thousand US dollars a month. Who is calling still comes before the amount, and a dispute still goes to a person.
The call, in order
1. Hours
2:10pm, inside the window you set.
2. Who
Harbour Accounts, about an account in your name.
3. Identity
They confirm it’s them. Then the amount.
4. Disputed
Handed to a person. The AI does not argue it.
A Call About an Account, in Order
Inbound, So the Contact Is Theirs
The result above is from people calling in, not from a dialler chasing them. Inbound keeps the conversation inside the hours they chose to phone, which is how that company stays compliant.
Who Is Calling, and for Whom
The opening line is the business, and the account it is about. A balance is not dropped on whoever picked up.
Identity Before the Amount
The amount comes after they have confirmed it is them. A wrong person does not hear the balance.
A Dispute Goes to a Person
That's not mine, or I already paid, is handed over. The AI does not keep them on the line to talk them out of it.
A Skipped Script Is Flagged
If identity was skipped, the call is marked low, medium, or high risk of an SOP breach. A person confirms whether it occurred.
You Can Show the Call Later
Recording, with an opt-out, and the transcript. The flag sits on that call, with whoever confirmed it.
- Traffic
- Inbound only
- A month
- USD 150–200k
- Said first
- Who, and for whom
- Disputed
- With a person
What You Can Point To
Inbound Carries the Collections
About 150 to 200 thousand US dollars a month, on calls the customer placed, for one collections company.
The Amount Is Not the Opening Line
Who is calling, and for whom, comes first. The balance comes after they confirm it is them.
A Dispute Is a Person
If they say the debt is not theirs, or that they have paid, the call is handed over.
A Skipped Check Is a Flag Someone Confirms
High risk is what a reviewer opens first. The flag is not a confirmed breach until a person says it occurred.
Other Industries
The phone system is the same. The queues, the hours, and what the AI is allowed to say are what change.
Ring all, longest idle, round robin, fewest calls, or sequential.
Orders, returns, and where the delivery is, without a ticket pile.
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