Call center agents are essential to the success of debt buyers and collection agencies – and also their biggest expense. Personnel spending accounts for up to 70 percent of costs, so the industry is constantly looking for ways to boost efficiency. Increasingly, that means adopting digital technology and data analytics.
“As AI (artificial intelligence) gets stronger and more powerful, the percentage of issues handled by automated robots, chats, and even text technology is going to increase. It's coming pretty quickly,” said Bryce Payne, vice president of sales at TCN, a leading provider of cloud-based call center technology.