The collections landscape presents significant challenges, and the success of your agent depends on strategic timing, the right operational model, and delegation of authority. In a climate where agents are under greater scrutiny and facing heightened service expectations, your active support is essential. When agents operate with confidence, backed by delegation and unwavering support, they can excel in customer interactions, driving successful outcomes.
However, not all agencies are created equal. Some may direct customers back to you as the client, placing the burden of additional work on your team. (Unless of course that customer wishes to be assessed for Hardship Assistance or is wanting to raise a Complaint). This approach can lead to inefficiencies, prolonged resolution times, and a fragmented customer experience. In contrast, an empowered agent should manage these interactions directly, ensuring consistency and relieving you of unnecessary workload.
At Access Mercantile, we take a different approach. We believe in the power of empowerment—equipping our agents with the authority and support they need to handle customer interactions comprehensively. This means that when a customer seeks to discuss payment arrangements or their contract, our agents are fully prepared to manage those conversations on your behalf. By doing so, we maintain a unified voice and ensure that your customers receive a consistent, professional experience that leads to quicker resolutions.
When customers bypass agents and contact lenders directly, it can undermine the agent’s authority and set a precedent that hinders future collections efforts. This is particularly concerning for repeat customers who may re-enter the collections cycle. Reinforcing the agent’s role helps establish a clear expectation that customers must engage with their agent to resolve their accounts, driving more efficient outcomes and solidifying the agent’s position as the primary point of contact.
Our approach at Access Mercantile drives timely, appropriate, and cost-effective results. We prioritize reducing hold times and promoting quality actioning by agents who feel supported and empowered by our clients. This supportive environment not only enhances agent performance but also positions you as a valued client, attracting better results during referral periods.
Most importantly, this approach delivers a clear and informed experience to your customers, guiding them toward effective account management and ultimately resolving their arrears. By empowering our agents, we ensure that your customers are met with professionalism and clarity, reducing confusion and fostering positive outcomes.
At Access Mercantile, we are committed to delivering exceptional experiences for our clients and their customers. Our focus on empowering agents, increasing customer engagement, and reducing disputes sets us apart. We understand that comprehensive credit management and a deep understanding of customer circumstances are key to achieving the results you need.