We minimize delinquencies and bad debt while sustaining customer loyalty on active accounts
One of our core focuses is on pre charge-off (active accounts) management. Our operations team has been designing, implementing and supporting pre charge-off accounts for 25 years. Currently 60% of our resources are dedicated to management of active account portfolios.
We cure or re-age active delinquent accounts by motivating customers in a courteous and professional manner. During the account lifecycle, we ensure that your company policies are incorporated into our techniques as we reduce bad debt while maintaining a positive customer relationship.
Our team’s experience and training combined with quality assurance processes and the know-how to utilize the best technologies available result in high performance delinquency management.
Our Pre Charge-Off Team
Encore employees comprise a highly incentive-driven and experienced active account management team. Our collectors average 2-3 years of collections experience and approach debtors with problem-solving techniques, facilitating payment while maintaining customer loyalty. Maintaining the dignity of your customer and the good will of your relationship with your customer base is of the utmost importance to you and to Encore. Complaint prevention begins with our employee orientation and training process.
Our Technology
Encore utilizes Ontario System’s (suite of offerings) as our primary technology for managing pre charge-off accounts. The Ontario suite includes a fully integrated database extension uniquely designed for pre charge-off portfolio management when working directly from our clients’ accounts receivables systems.
Program Design and Implementation
Individual programs are designed with a specific program goal (e.g., improve delinquency, roll rate, account liquidation, etc.). Furthermore, our use of the Champion/Challenger Model with in-house collections teams proves program performance capabilities and benchmarks new portfolios or existing receivable management resources.
Quality Assurance
Our quality assurance process is multi-faceted, covering a number of functions within our organization, including new client/business setup and processing, employee hiring and training, ongoing education/training for employees, customer interaction, dispute/complaint control and performance. Key elements in managing our quality processes are the dedication of personnel to support the necessary quality-related infrastructure.
Hiring and Training
In preparation for a project, we believe that creating a training manual consisting of client-specific training information, procedures, system operations, etc., adds great benefit to project start-up and ongoing project support. This process is completed in partnership with your personnel. Maintaining the dignity of your customer and the good will of your relationship with your customer base is of the utmost importance to you and to Encore. All of our associates must complete a FDCPA training module and must pass the FDCPA exam. Encore’s initial training provides the necessary skills to optimize collections efforts and compliance with regulatory requirements. Ongoing training reduces attrition and creates a more experienced and effective collections workforce.