The Many Hats Of TQAS
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I’ve been wearing a collections agent hat, along with the many other hats we wear at PhoneSmart, for some time now. I’ve heard every excuse and reason why people shouldn’t, couldn’t, or haven’t paid there overdue bills. I try my best not to be that stereotypical rude collections agent who harasses and berates you for not paying your bill.
Typically, I make a courtesy call when the bill is 30 days past due, to make sure customers have received the invoice and to find out where it’s at in the payment process.
Upon occasion, a customer will genuinely say that they misplaced the invoice. So I fax or email it to them and the payment is received within a week or so.
Collections is rewarding when you see the outstanding balance going down and down but there usually isn’t much satisfaction or pleasure in the task itself.
That’s why last week, when we received some checks in the mail towards several outstanding invoices, I was elated to see a note enclosed with the checks. Our client thanked me for the call and for sending them their property invoices.
Wow! How many collections agents can ever say they’ve been thanked for calling about an overdue call center bill? So I just have to say that just really made my day. And, maybe unfortunately for the remaining overdue clients, it pumped me up to make some more calls.
Written by: Sarah Little, TQA Account Executive and juggler of all things PhoneSmart.
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