Q1 2025 Collection Services Update

In 2025, our commitment to enhancing collections continues to align with our clients’ priorities as we implement innovative strategies to optimize overall portfolio performance as well as improve communication and engagement with consumers. The following initiatives are aimed at streamlining the collection process and fostering stronger connections with customers:

1. Omni-Channel Messaging Changes: To enhance communication effectiveness, the collection process integrates diverse messaging strategies across various channels, ensuring that outreach remains dynamic and engaging. By frequently updating communication through welcome letters, texts, and voicemails, consumers are kept informed of their obligations and encouraged to opt for automated payments, ultimately fostering a stronger connection with consumer and reducing default rates.
2. Enhanced Collections Document Delivery: We’re expanding our premium certified mail options to enhance the collections process, partnering with our clients to deploy on targeted account segments. This practice has proven successful in facilitating better connections with consumers and contributing to an increased rate of cures, thereby enhancing the overall recovery process.
3. Streamlined Outbound Customer Verification: The implementation of improved verification processes significantly enhances the initial caller experience during Right Party Contacts (RPC) outreach. By refining caller engagement protocols, the collection team can capture payments more effectively, ensuring that communication with consumers is both efficient and targeted.
4. Caller ID Branding: By incorporating client white-label branding on outbound caller ID, the collection process aims to bolster recognition during outgoing calls. This initiative is designed to improve response rates from consumers, as caller ID branding helps establish credibility and familiarity, leading to increased Right Party Contact success.
5. Enhanced Call Objectives: The new collection strategy places a strong emphasis on educating consumers about key financial concepts associated with their accounts such as UCC liens, the solar disconnect and reconnect process. By increasing awareness around these topics, collectors can facilitate informed discussions that promote adherence to payment obligations.
6. Streamlined Postponement Process: To enhance operational efficiency, the new streamlined postponement process allows consumers to complete and submit online forms that prioritize routing into the Zendesk ticketing system. This modernization reduces friction for consumers seeking assistance and ensures that their needs are addressed promptly, contributing to a smoother overall experience in debt management and recovery.
7. Local Caller ID: Goal Solutions is introducing a Local Caller ID feature that will display local phone numbers corresponding to the customer’s area code during outbound collection calls. This initiative aims to enhance customer engagement by increasing the likelihood of live answers, as many customers are more inclined to respond to calls from local numbers. When contacted by the Goal Solutions Default Prevention team, customers will generally see one of three different local phone numbers on their Caller ID, and any callbacks to these numbers will be routed back to the Goal Solutions call center. By incorporating this feature alongside the periodic display of a designated toll-free servicing number, we anticipate fostering improved communication opportunities and positively influencing delinquency rates. This has been successfully implemented and Goal has already seen increased RPC rates across the board.