almostintears
New Member
- 12
I don't know anything about the compensation that agents receive so not sure if what I am about to post has anything to do with money but think it might?
I started "tweaking" my support role after noticing I was calling the same customers nearly every week looking for past due amounts, policies going to be cancelled for non-payment etc. so I took a "proactive" approach and started calling these customers BEFORE their payments were due letting them know that their payments were due in XXXXX amount of time and I was calling them to save the $10 late fee and possibly avoid having to make a double payment if the policy was in the "cancel" stages, etc.
Is there more money in the agent's pocket if people don't pay on time? or if they are cancelled and then re-instate? Obviously the late fee is lining someone's pocket.
I think it has saved money in postage (reminder letters, etc.) and I should know because I am the one typing and mailing everything out, my time because I am not calling them every day for two weeks (10 phone calls per each late person as long as a payment wasn't made) and I can use the extra phone time to cross-sell instead of headhunt, the customers don't seem to be "avoiding" us because they are now in good standing when I make the call before they are due vs calling them when they are late, and it makes us appear to be trying to save them even more money by avoiding unnecessary late fees, etc.
I actually thought this would be a win/win situation for all parties .... the Agent I work for was just wondering why I was doing this and I thought it was obvious .... so I thought there may be money involved that I don't know about. Obviously, she's not gonna come out and say hey don't provide good customer service or to hell with them, etc. but not sure if my effectiveness is costing her money somehow???
I started "tweaking" my support role after noticing I was calling the same customers nearly every week looking for past due amounts, policies going to be cancelled for non-payment etc. so I took a "proactive" approach and started calling these customers BEFORE their payments were due letting them know that their payments were due in XXXXX amount of time and I was calling them to save the $10 late fee and possibly avoid having to make a double payment if the policy was in the "cancel" stages, etc.
Is there more money in the agent's pocket if people don't pay on time? or if they are cancelled and then re-instate? Obviously the late fee is lining someone's pocket.
I think it has saved money in postage (reminder letters, etc.) and I should know because I am the one typing and mailing everything out, my time because I am not calling them every day for two weeks (10 phone calls per each late person as long as a payment wasn't made) and I can use the extra phone time to cross-sell instead of headhunt, the customers don't seem to be "avoiding" us because they are now in good standing when I make the call before they are due vs calling them when they are late, and it makes us appear to be trying to save them even more money by avoiding unnecessary late fees, etc.
I actually thought this would be a win/win situation for all parties .... the Agent I work for was just wondering why I was doing this and I thought it was obvious .... so I thought there may be money involved that I don't know about. Obviously, she's not gonna come out and say hey don't provide good customer service or to hell with them, etc. but not sure if my effectiveness is costing her money somehow???