1. Are you providing all of the preferred methods of communication?
Communication with the consumer can occur in two ways, inbound or outbound. We all know that inbound communication has the greatest chance of achieving the overall goal of collecting payment because the consumer is engaged. Until there are safer methods than a written letter sent through the US Postal service, a letter is still the primary method of generating inbound communication. 88% of respondents in the TransUnion Study mail a letter when the account is placed. Certainly, your phone number is on this letter, but how many calls do you get from a g-notice? Consumers have gone digital. They will rarely call you to have a conversation that is likely to be embarrassing for them. They prefer the more anonymous communication methods of text, email, or webchat. Do you provide them with those opportunities?
While a g-notice may prompt a few payments, it typically requires the consumer to write a check and mail it to you. Have you provided the consumer with their preferred method of payment? Some consumers prefer an automated telephone payment through an IVR, others prefer payment via the Internet at a payment portal. Some may have a question and want to interact with a chatbot on your website. What if they don't recognize the debt? From the first communication, they should be able to find your website, read about your company, dispute or pay the debt, register their communication preference by text, email or phone, and provide consent - which you then record and keep on file.