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COLLECTION STRATEGY
Automated Collection Services, Inc. employs a collection strategy of letters, phone calls, skip tracing services, credit bureaus, and litigation of accounts as necessary. ACSI places special emphasis on telephone contact because it generates the highest recovery rates. All collectors strictly follow guidelines for telephone contact as regulated by The Fair Debt Collection Practices Act.
On the same day an account is received and loaded on our system, we generate the first collection notice including the required validation statement for each debtor. Contact by phone is initiated on the next business day. When contact is achieved, a commitment is obtained and verified. When a commitment is withheld, professional persistence is a major key in successful recovery. While our efforts revolve primarily around telephone contact, a series of collection letters supplement those efforts. ACSI has the ability to create customized letters to meet the needs of our clients.
In the event we can’t locate a debtor, we have trained skip tracers who have access to advanced on-line search utilities, credit bureau files, public record archives and several other means to assist in their location.
In the unlikely event the above scheduled collection procedures do not produce the desired results, the account is evaluated to determine the cost and benefits of litigation. Our legal staff closely monitors the performance of select attorneys for accuracy and proficiency.
ACSI utilizes a management system that is bottom line focused with the emphasis placed on client satisfaction. By identifying non-conformities and client issues, we’re able to isolate the issues, take action to make immediate corrections, while opening up the lines of communication between and within departments to develop real solutions. This process helps to eliminate rework which directly affects ACSI’s bottom line and ensures client satisfaction by providing quality and timely service from placement. |
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CLIENT SERVICES
Customer service is the primary function of many companies today. Although service comes last in our name, it comes first in our company philosophy. The ability to identify a client's needs and our flexibility to satisfy those needs results in superior customer service.
In addition to quality customer service, ACSI offers five standardized reports:
- Account Acknowledgement
- Cancel & Return
- Inventory listing
- Invoice
- Client Collection Results
ACSI also has other reports allowing clients analysis of the statistical data to spot trends, identify patterns and track performance. The Client’s representative determines what additional reporting is needed. Reports can be mailed, emailed, or the client can be provided web access to log into our website to view current information from the previous day’s placement and collection activity.
ACSI clients have two points of contact to assist in your companies customer service needs:
- Your sales representative is the client’s link to ACSI and is ultimately responsible for problem issue resolution and the client’s ultimate satisfaction.
- Additionally, each client is assigned a customer service representative to handle day to day communication of information between the client and ACSI. Most issues are handled the same day; our goal is to resolve all issues within 24 hours.
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TRAINING
ACSI is committed to providing our clients with the highest quality service available. Strict hiring policies ensure our employees are the most qualified and well trained of any in our field. Not only are employees given extensive training upon hire, but continuous training is done annually and on an as needed basis. ACSI’s quality assurance program provides staff with monthly feedback, allowing each employee to work directly with their manager to develop tools for increasing their productivity and developing new techniques to improve the quality of their work.
All employees of ACSI are tested annually on the Health Insurance Portability and Accountability Act (HIPAA), the Fair Debt Collection Practices Act (FDCPA), and the Fair Credit Reporting Act (FCRA). Our compliance department not only provides the training for this testing, but also updates and trains the staff on any changes to federal, state and local laws, mandates and regulations that affect the collection of a debt. |
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