In the collections industry you need all the tools you can utilize to increase your collections, to decrease your errors, to cover your agency from legal liability and to provide awesome customer service to your clients. CR Software’s Call Recording option can do all this for you in all of these areas and give you even more benefits than you imagined.

Call recording gives you the ability to record all of the calls your collectors make or you can choose to only record a portion of calls. Some agencies use it for primarily quality control purposes, others to have a recorded conversation history for payments arrangements. Yet there are many benefits that you can get with CR Software call recording.

• Training and increasing collections: Recording can provide ideal training examples (both good and bad) for your training staff to work with your collectors to increase collections.
• Mitigating Legal Liability: There is no better defense for what was really said and how it was said than a recording of the actual conversation that the debtor and the collector had. Even if the situation hasn’t escalated to the legal system, many a debtor or collector has recanted their story (or had their memory refreshed as to what was really said) when presented with an actual recording of the conversation.
• Customer Service: Often a debtor will call your client directly with complaints and it feels like nothing you can say will erase the stigma that maybe your collector was as rude and abusive as accused. However...the actual recording of the call can do more than any customer service rep can say. Simply have your customer service person e-mail the recorded file and just watch the relationship and the customer service level between you and your most important resource, your clients, soar!
• Quality Control: With call recording you now have a built in quality control mechanism that will automatically save (or earn you, depending on how you look at it) time, money and productivity. The moment you implement the CR Software call recording option just watch the number of personal calls, off topic calls, and calls with collector behavior outside of your company policies (and even more important, calls outside of the FDCPA guidelines) stop. And stop immediately.