Since technology’s arrival on the collections scene, companies were faced with a Darwinian decision: adapt or die. Those too slow to implement digital capabilities find themselves nearing extinction. On the other hand, more and more businesses have cropped up announcing a fully digital approach to collections.
But it doesn’t have to be either or. At MRS, we believe it’s possible to get the best of both worlds, pairing tried and true collection techniques with up and coming digital tools.
Customers are diverse and varied individuals, with a myriad of different experiences. We recognize that one size does NOT fit all, which is the first step to finding the perfect fit for each customer.
Acknowledge the Spectrum
Everybody has a different comfort level with technology. Some people prefer to call and speak with a live agent while others want a fully automated experience. At MRS, our unique blend of traditional and digital collections allows us to meet the customer where they want to be met.
Handle Different Scenarios Differently
Not all debts are created equally. Some customers are dealing with a highly emotional situation, and others are simply looking to rectify that one time they fell behind on a payment. A study courtesy of ContactBabel shows the more complex, urgent, and emotional a scenario is, the more a live agent is suited to assist the customer. Technology can be the answer to many questions, but in a crisis, there is no substitute for a real human.
Stand Out from the Crowd
Most companies lean into the either or dichotomy of traditional versus digital. Not us. Doing both and doing both well has propelled MRS to the top as a company with best-in-class results and cutting edge technological innovation. Why choose when you can have it all?
We’ve said it before and we’ll say it again. One size doesn’t fit all. But if you take the time to learn about your customers’ needs, you can offer the best possible experience.