Podcast ¦ Collecting Thoughts: How Collections and Brand Work Together

Summary:

In a podcast episode, Daniel CBus, Senior Business Operations Manager at Dish Network, discusses the importance of customer centricity in the collections process. He highlights the need to communicate with customers in the way they prefer, whether that be through phone calls, text messages, or emails. Technology has evolved to support these different communication channels, with text and email campaigns becoming more prevalent. The focus is on meeting customers where they are and providing transparency and empathy throughout the collections journey. Agents play a crucial role in this process, as they need to be able to articulate billing issues and provide clarity to customers. Overall, the goal is to positively impact a customer’s view of Dish by showing compassion and finding amicable resolutions.

Key Points:

• Customers have different communication preferences, so it’s important to reach them through their preferred channels.
• Technology has evolved to include text and email campaigns for collections.
• Customers appreciate transparency and empathy throughout the collections process.
• Agents play a crucial role in representing the brand and providing information to customers.
• Customer centricity is especially important for companies like Dish that compete with other brands for customers.
• Preventing delinquency through pre-delinquency strategies can help customers avoid difficult situations.
• Technology has made it easier to provide resources and self-service options to customers.
• A balance needs to be struck between collecting debt and maintaining a positive customer relationship.
• Having the right partners in collections agencies is crucial for maintaining a customer-centric approach.
• Offering customized programming packages can help retain customers and meet their specific needs.
• Customers want to pay, so finding the right communication channels and strategies is key.
• Compassion and transparency are important in all interactions with customers.