aca collection agency / What is the difference between collection and recovery of credit?

What is the difference between collection and recovery of credit?








Financial campaigns tend to have a challenging level of complexity within a call center. After all, they involve a delicate subject for consumers and of extreme importance for the contracting company: money. Among the various actions that its center can do in this area, two stand out for their importance and recurrence. Therefore, in this post, we will show the difference between collection operation and credit recovery and demonstrate how both can be made by the same contact center:

Main differences between collection and recovery of credit:
Collection operation: action taken by the call center in consequence of a value due by the consumer. In short, it is used to collect or renegotiate a specific debt - which makes it more complex. It requires a greater qualification of the agents, who must show the debtors an opportunity for regularization. Professional operations are done on a cycle and billing basis, which help the call center define the language used during operations (and the type of advantages that the agent will offer to the debtor to regularize the situation). Also, it is worth remembering that a collection campaign can have legal motivation - after all, it is a friendly warning before the amount is protested in court.
Credit recovery: a different operation from the collection, since the focus of it is not, in short, to end a debt. These actions are aimed at consumers who already have debts and who have been inserted in negative registers of organs such as Serasa. Because of this, these people have lost their entitlement to credit at a financial institution. This is where the recovery work comes in: the objective here is to help the defaulter repair the debts and regularize their situation in order to have access to financing. It should be remembered that in these situations a more elaborate approach is necessary, since the call center is intended to restore consumer access to credit. In these cases, the negotiation tends to be larger and may even involve more than one institution. Ultimately, a positive indicator to verify the success of this type of operation is the number of people with credit reinstated after contact.
It is important to highlight that the two cases have actions that can be performed by the same plant, since the difference is in the agents' approach. The same tax and financial legislation can be used in collection and recovery of credit, respecting the nuances of each one.