Kindness Collects
Prove respectful collection calls recover more money than harsh ones, then promote the winner.
The job
Shows, with a trial set up in advance, which collection behaviours actually recover money and which only create complaints. Then it retires the harsh script with evidence the CFO and the regulator accept.
The moment
Two debt collection scripts are tested against each other in a trial set up in advance. At the final in week six, the room reads two anonymised call excerpts of the same moment of customer hardship, one from each script.
Everyone votes on which one collected the money.
The results show the script that starts with the customer's hardship kept 71% of promises to pay, against 48% for the "urgent consequences" script. It recovered $38,000 more per 1,000 accounts and drew half the complaints.
The head of collections retires the old script in front of the whole floor.
What it does
- Pre-register a trial
- Record a cup round and blind votes
- Promote the winning script
- Route hardship cases out
- Send a team coaching list
What you see
Two-lane race with a pre-registered trial readout, plus a monthly knockout cup bracket with a blind reading round at the final
What it moves
The share of promises to pay that are kept and the dollars recovered per 1,000 accounts for each script, alongside collection complaints per 1,000 calls.
Built for
- Contact-centre operations
- Finance
- HR & employee experience
