Recording Call Activity

Video Transcript

Collect-IT Series: Making a call – Recording the activity

So, this is where we're a little bit different than other collection systems. You can create as many or as few of these as you want, you can make them required or not. But, they do a couple different things for you.

So, a lot of times you call and they say they need a copy of the invoice, right? That's, kind of, the number one response to a collection call. So, if you create that as a pre-populated response, it does a couple things for you. One, keeps you from having to type a note, saying "need a copy of the invoice" 100 times every day. You just choose that in the drop-down. But the second thing it does is, it gives you some reporting capability. So you can say "you know what, 90% of the time I call this customer, the first call, they tell me they need a copy of the invoice. Maybe I'm not sending the invoice to the right place, the first time I send it. Maybe there's something else I need to do, so I don't have to make this first call, over and over again, and send them a copy of the invoice".

Then the third thing that it does, as management, it allows you guys to direct the collector as to what responses you'll accept in various parts of the collection process. For example, if I'm on the third collection call, I probably am not going to allow "needs duplicate invoice" as a response, right? I mean I've already sent them, probably, twice through collection calls, I've sent them the original invoice, I sent three reminder letters, so, I'm not going to allow that as an acceptable response.

So again, you don't have to use this, but it does help you kind of pinpoint that collection process a little bit more.