A best-in-class collection agency needs to strive to be the best-in-class debt recovery company. You team needs to be comprised of experienced collectors, skip-tracers, supervisors, managers and collection executives. Key staff must having experience managing a collection floor, servicing clients, and experience in designing effective and responsive collection programs. This exceptional team can raise capable leaders on the collection floor so that the desire to be best-in-class becomes tradition and not just word on paper.

Almost anyone can be a telephone collector but only a few will be good. A good collector must be a very good listener, able to react quickly to what the borrower is saying, be polite and respectful, and must have empathy. Lastly, a good telephone collector must be passionate about making the necessary telephone calls, creating relationships, and able to sell and close the solution!