One of the most effective ways to improve collections is by improving communication with the customer. In order to do this, it is essential to establish a positive relationship right from the outset.
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It’s important to align method and resources for effective noticing. This applies not only to the creation of mail but in understanding how effective your mail system is. Are you reaching your customer and are they responding?
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In order to understand how well you are doing in a compliance program, it’s important to look at work effort along with payments received. The work makes more sense when you measure steps during the journey and demonstrate the value of results.
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Welcome back to the Starter’s Guide to Compliance Service. Chapter 4 reviews the process of applying analytics to compliance and customer service. Module 1 opens the discussion explaining what analytics is and how it can be used in your program.
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Throw a pebble into still water and the surface moves. Ripples form from the center and circulate across the pond. In compliance service ripples of improvement can move a program forward and create better relationships with customers. This e-Learning overview provides best practice options for making your program better. But it doesn’t happen unless you throw the pebble. Explore what you can do by clicking on the image or headline.
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We’ve talked about how an Operation Greenlight campaign can bring back compliance customers to restore or pay off payment plans to prevent driver license suspensions. There are many other options to consider. In Arizona, the Supreme Court enacted the F.A.R.E. program, (Fines & Restitution Enforcement Program) to help citizens return to compliance. Debt setoff program and remote pay services are just some of the available options.
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Since launching in 2015, Operation Greenlight has hosted 3 state-wide compliance assistance campaigns. Operation Green Light, allowed customers to reinstate suspended driver’s licenses once they paid court fines in full. Incentives for participation included the waiver of past due collection fees which ranged from 25 to 40% on top of the outstanding fine balance. These efforts have successfully closed out thousands of past due cases while restoring driver’s licenses for citizens in Florida.
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When payment plans become delinquent failure actions apply. License suspensions, collection agent fees, and liens all work to push customers back into paying.
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Negotiation is important to get and keep an actively paying customer. Sometimes that means improving delivery through remote self-service, expanded hours, and easy enrollment terms.
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Negotiations aren’t always about money amounts. The transaction has terms and timing to decide on.
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Jail sentences are reduced for good behavior. Probation sentences are closed for completing sentencing terms. What prevents the same thing happening with court fines?
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The bottom line that makes customer service better is to be more available. In compliance service the requirements are not as difficult as we make them. The judge creates an order. It contains a fine for payment. Compliance support helps customers plan for payment and then assists during the payment plan process.
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For Compliance Service to be effective your customers need to be notified. Let them know their payment obligation is coming up and required. And more importantly, that you are watching and working it with them to make sure they follow-through with the obligation.
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In Payment Plans, the Compliance Case we will examine the work that goes into making a case that Payment Plans are much like every other case in the justice system. They should be timely worked and properly counted. Let’s first examine the qualities that should be included in payment plans to improve compliance.
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A clear vision for your Compliance team must be communicated and embraced by your team leader and top management. All involved team members should understand what you want to accomplish and how you plan to get there. Everyone needs to row the boat at the same time and in the same direction.
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