Not all debt collection contact centers are the same, however.
Posted: Sun Jan 19, 2025 5:32 am
Consumer debt in the U.S. hit $15.6 trillion in 2021, an increase of $333 billion from 2020 — the biggest annual jump since 2003.
How will the creditors recover the money that’s owed to them? Many will utilize contact centers. Although call centers were once the main way to recover debt over the phone, today’s contact centers communicate by phone, email, letter mail, text, online chat and even social media.
Types of debt collection contact centers
Here’s a breakdown of some of the most common types of contact center models for collecting debt.
Some contact centers collect debt for private businesses while others do so for government agencies; some collect consumer debt while others focus on commercial B2B debt.
At an in-house laos telegram contact center, the creditor uses its own internal staff and resources to recover monies owed. Alternatively, some creditors outsource this process to an outside collection agency (OCA), a third party that recovers debt on behalf of various clients and keeps a portion of the collected revenue. In addition, some contact centers specialize in collecting a certain type of debt such as medical, mortgage, credit card, student or auto loan debt.
Despite these variations in contact center operations and the types of debt they collect, one thing has become increasingly common among all debt collection contact centers: cloud technology. In 2021, 25 per cent of contact centers were fully cloud-based, up from just 10 per cent in 2020. Let’s explore why cloud is gaining popularity in contact centers and how it helps them successfully collect debts.
How cloud helps debt collection contact centers
Cloud adoption in this sector is growing for several reasons. On one hand, cloud can help solve many common challenges in contact centers that collect debt. On the other hand, cloud can also create brand new opportunities and deliver various upside improvements. Here’s a look at what cloud brings to contact centers engaged in debt collection.
agility – cloud-based tools can be used anywhere; this means agents can work remotely from any location; contact centers can also access wider talent pools to hire agents in different cities or countries; cloud technology for the contact center can be managed, monitored and updated as necessary from anywhere at anytime
costs – cloud-based contact centers don’t bear the upfront capital expense of installing, maintaining and upgrading hardware on-prem; since cloud billing is consumption-based, contact centers don’t get stuck with paying the fixed, long-term costs of unused cloud capacity
How will the creditors recover the money that’s owed to them? Many will utilize contact centers. Although call centers were once the main way to recover debt over the phone, today’s contact centers communicate by phone, email, letter mail, text, online chat and even social media.
Types of debt collection contact centers
Here’s a breakdown of some of the most common types of contact center models for collecting debt.
Some contact centers collect debt for private businesses while others do so for government agencies; some collect consumer debt while others focus on commercial B2B debt.
At an in-house laos telegram contact center, the creditor uses its own internal staff and resources to recover monies owed. Alternatively, some creditors outsource this process to an outside collection agency (OCA), a third party that recovers debt on behalf of various clients and keeps a portion of the collected revenue. In addition, some contact centers specialize in collecting a certain type of debt such as medical, mortgage, credit card, student or auto loan debt.
Despite these variations in contact center operations and the types of debt they collect, one thing has become increasingly common among all debt collection contact centers: cloud technology. In 2021, 25 per cent of contact centers were fully cloud-based, up from just 10 per cent in 2020. Let’s explore why cloud is gaining popularity in contact centers and how it helps them successfully collect debts.
How cloud helps debt collection contact centers
Cloud adoption in this sector is growing for several reasons. On one hand, cloud can help solve many common challenges in contact centers that collect debt. On the other hand, cloud can also create brand new opportunities and deliver various upside improvements. Here’s a look at what cloud brings to contact centers engaged in debt collection.
agility – cloud-based tools can be used anywhere; this means agents can work remotely from any location; contact centers can also access wider talent pools to hire agents in different cities or countries; cloud technology for the contact center can be managed, monitored and updated as necessary from anywhere at anytime
costs – cloud-based contact centers don’t bear the upfront capital expense of installing, maintaining and upgrading hardware on-prem; since cloud billing is consumption-based, contact centers don’t get stuck with paying the fixed, long-term costs of unused cloud capacity