Our PPMS (Professional Practices Management System) is a quality program certified by the American Collectors Association-the highest level of certification in the industry! Here’s how it addresses your concerns:
Client: I don’t want to have to manage my collection agency, I want them to manage themselves. I don’t have time for on-site audits to ensure they are doing what they say.
SCSI: We audit ourselves! Internal audits are performed throughout the life cycle of your accounts. Every department is responsible for delivering quality service, from Sales who defines your needs and sets the audit criteria to Customer Service who enters your accounts, to Collections who brings in the money and finally Operations to ensure statements are delivered timely and accurately. Audits are performed against the client’s expectations and management reviews audit results bi-weekly. Incentives are paid at all levels of the organization based upon audits results.
Client: I want my collection agency to be responsive to my requests.
SCSI: When our clients make a request, the call is logged, assigned to an individual/team for follow-up, the issue addressed and discussed in quality review meetings with management/sales until resolution. Your issue cannot be closed until you have received a follow up call.
Client: I don’t want my customers complaining about the service and/or treatment they receive by my collection agency.
SCSI: We have an extensive continuous training program to ensure we have the most qualified individuals working your business. All calls are recorded and random audits are performed. Training issues are addressed before they become a complaint. Anytime a debtor complains, it follows the same process as if a client were calling to bring up an issue, it is assigned to an individual for resolution and the issue is not closed until follow up is performed through management review.
