In the article they say you should match your collectors to the environment in which they work best when doing collection work, on the phone or in person. An example that Caitlin gives is this:
"A male collector between the ages of 37 and 42 whose favorite sport is football will outperform a female collector of comparable age who has no favorite sport when it comes to collecting debt in a city with a National Football League team."
This tells us that the most important part of your collection effort is the point of sale. When you have the debtor on the phone or standing in front of you.
If you want to collect more money, spend some time with your collectors, watching them, evaluating them and comparing them to other collectors who are collecting on the same types of accounts with the same volume.
Not everyone thinks this is a good idea but I think the more time you spend on anything the better it will work. Put some time and effort into educating and evaluating your collectors and help them be the best they can be.
It will make you more money.
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