How To Choose The Best Collection Agency
If collections are a part of your responsibility, chances are good that at some point you’ll want to hire an outside collection agency. Debt collection is a job best handled by professionals, and since you rarely have to pay a collection agency up front, hiring one frees you up to do other things that are more in the line of business building. But how do you pick the right collection agency? Following are some things to look for.
The first thing you need to ask when trying to hire collection agencies is whether or not they charge an upfront fee. Most collection agencies charge a percentage of the money they recover. This gives them more incentive to be successful, so there’s really no reason to employ a collection agency that takes your money up front. It frees up more of your cash flow to pay a percentage fee.
Some agencies belong to professional collection associations, while others do not. There are two such groups in the US, the Commercial Law League of America and the American Collectors Association. It’s preferable to hire a member firm for collections because they take their professional standing seriously.
In order to be a member of one of these associations, a collection agency has to act within strict professional ethics and adhere to the Fair Debt Collection Practices Act. In addition, both organizations provide continuing education courses for their members, so a collection agency that belongs to one of these two groups is preferable to one that doesn’t.
You also want to pick a collection agency that will let you view your accounts online. Though you’re delegating the task to them, you need to be able to keep an eye on things for your peace of mind. An agency that allows you online access to your accounts is preferable to one that does periodic reporting in the mail.
Another thing to ask when you’re interviewing collection agencies is whether or not they make use of private investigation firms or software. Sometimes the hardest part of the collections process is locating the client. It’s absolutely imperative to pick a collections firm that will go the extra mile and hunt the debtor down if the current phone number and address you have for them isn’t working.
Another criteria for picking a collection agency is whether or not they do their own collections or send out files to other agencies. Those who send out files to other agencies often use offshore call centers, which are mentally easier to dismiss to debtors. In addition, whether or not the contracted third parties are offshore, you have no control over their professionalism. For this reason, you should pick an agency that does all their own collections work and you won’t be sorry.
Finally, make sure your collection agency has staff working outside of standard business hours in order to maximize your collections efforts. If you have collections all over the country it’s better to hire an agency with offices nationwide in order to deal with disparate time zones. Even if all of your collections are local, make sure the collection agency has some people who work early and some who work late, because collections calls outside of the 9-5 time frame are usually more successful.
