How to have a great call center

It’s no secret we spend a lot of time on the phone here at this collection agency. Yes, as debt collectors our job is to speak with consumers to try and resolve their debts. We do it with respect and we treat everyone we communicate with on the phone with the decency they deserve.

We also have the clients we serve that we’re trying to collect for and a team of professional customer service reps to serve their needs. And while many companies brag about their great customer service, many have little to back it up with.

We know we have a great customer service team and we now have the award to go along with it. We were just awarded one of the Best Call Centers to Work, an award presented to companies that quite frankly, spend a lot of time on the phone.

So how do you become a great call center? You listen.

Whether its collections, customer service or our sales team, we are all trained to listen to the person on the other end. We cannot create solutions for a customer or a consumer without listening. It’s the most important thing we do. You might have the impression of a debt collector being less than cordial with a person who owes a debt and telling them what they need to do to pay that debt. But that’s not how things get done. We listen and we offer solutions.

You might have that same impression of a salesperson, calling you and talking until you give up and buy something. Not here. We listen, we understand and then we help. That’s how it’s done.

So what makes a great call center? Well it doesn’t hurt that American Profit Recovery is a great place to work, but it’s the way we approach each and every phone interaction. In these days of everyone shouting their message on social media, it’s nice to know that when you’re on the phone with us, we’re listening.