Articles
Accuracy Improvement For Mailroom Solutions
February 11, 2008
•White Paper: Accuracy Improvement For Mailroom Solutions
A manager and servicer of domestic and international consumer debt portfolios for credit grantors and debt buyers. With offices in the South East and Mid West. Manages and collects on accounts that are serviced by various creditors and debt owners. The company uses its network of independently owned and operated collection agencies and law firms to further enhance its abilities to collect on a nationwide basis. The Customer Service Department handles traditional customer service issues on behalf of account owners for the accounts placed with them. In 2006, they were handling 12.8 million accounts in conjunction with more than 50 collection agencies and more than 200 attorneys.
On average, the company receives approximately six million pages of correspondence annually; 750,000 of which are customer service related. The growth in mail volume required regular overtime and additional hires within the Customer Service Department.
Due to the sensitive nature of the industry, there were a lot of compliance issues and extensive manual precautions that needed to be enforced to ensure customer privacy. This resulted in a push to examine the current system and find ways to improve efficiency. The goal was to handle the consistent growth in volume while maintaining compliance standards, without hiring more staff.
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