Specialized collection by segment: why is charging every debtor equally not the best strategy?

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Implementing Specialized Collections by Segment , which adapts the collection approach to the specific needs of each market segment and debtor profile, requires a detailed strategy and the use of advanced technology. Although challenges such as customization, team building and data integration exist, they can be overcome with strategic partnerships and investments in appropriate technology. Understand in this article how this strategy not only improves credit recovery rates, but also strengthens customer relationships, contributing to a healthier and more sustainable business environment.

Specialized Billing by Segment: How does traditional telephone billing work today?
Traditional telephone collection is one that uses a standard script for all debtors, regardless of the market segment in which they operate or the type of product or service they purchased.

This form of billing can have some problems, such as:

Not considering the particularities and difficulties of each segment, such as seasonality, competition, demand, legislation, etc.
Not taking into account the behavioral and financial profile of each debtor, such as income, consumption habits, payment history, etc.
Not offering personalized and flexible solutions Israel telegram data each case, such as installments, discounts, renegotiation, etc.
Not establishing a relationship of trust and respect with the customer, who may feel undervalued, embarrassed or offended.
Traditional telephone collection, which treats all debtors the same way, can be inefficient and ineffective. This is because market segments have different consumption and consumer profiles. In addition, debtors are different from each other, and their needs and payment behaviors are also different.

Therefore, Specialized Collection by Segment is crucial, as it adapts its strategies to the particularities of each segment and debtor, offering more flexible and personalized solutions, which improves the effectiveness of debt recovery and customer satisfaction.

But how can Specialized Collection be adapted by Segment, considering the different profiles of agents in a collection operation?

Specialized Billing by Segment: Is it possible to customize billing by the operator's profile and the portfolio in which they operate?
Specialized Collections by Segment is not just a best practice, it is an imperative need in the dynamic financial world. Specialized Collections by Segment is the one that uses techniques and tools to adapt the approach and negotiation according to the characteristics and needs of each market segment and each debtor profile. It is based on empathy and the search for solutions that benefit both parties.

Specialized Collection by Segment is based on key premises, including: recognizing the particularities of each segment and offering viable solutions aligned with the client's reality; considering the debtor's behavioral and financial profile, adopting communication and incentives that generate value; providing personalized and flexible approaches, respecting the client's payment capacity and urgency; and building a relationship of trust and respect, making the client feel valued and understood.

To perform Specialized Collections by Segment , it is necessary to have qualified and trained operators to deal with different types of customers and situations. In addition, it is necessary to segment the debtor portfolio according to criteria such as:

Market segment: identify the line of business, size, target audience, products or services offered, etc.
Debtor profile: identify the level of default, the reason for the delay, payment history, income, consumption, etc.
Operator profile: identify skills, competencies, communication style, experience, etc.
This way, it is possible to customize Specialized Collection by Segment, according to the operator's profile and the portfolio in which it operates, increasing the chances of success and recovery of amounts. Although it requires an initial investment in market analysis and training of specialized teams, this strategy promises to be more effective in the medium term.

The first step towards Segment-Specialized Collections is a thorough understanding of the customer segment. For example, in the financial segment, it is important to understand economic cycles and financial conditions that may affect customers’ ability to pay. Banks may deal with customers who face financial instability due to changes in interest rates or economic policy. In retail, Segment-Specialized Collections must consider factors such as seasonality of purchases and consumer spending patterns in their collection strategies, adapting collections to periods of greater or lesser financial liquidity of customers.