TECHNOLOGY/QUALITY ASSURANCE
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Under the guidance of a full-time professional trainer, employees spend several days of orientation learning company policies, collection philosophies, FDCPA, HIPAA, and FCRA rules and regulations, and computer training. Training includes the use of ACA's Professional Telephone Collectors' Techniques and FDCPA CD-Rom based interactive programs, and training films. As they progress, they work side-by-side with experienced collectors.
For quality assurance we employ personnel to monitor telephone conversations, enhancing the professionalism of our staff and assuring our strict adherence to the stringent laws of the FDCPA. While calls are being monitored, the collector's work terminal is also being shadowed to insure proper documentation. Calls are recorded and reviewed daily to maintain quality standards.
We continually prepare our collectors to become certified through the ACA Collector Certification Program and National Healthcare Collectors Association. Collectors are required to review the CD-ROM based interactive programs on an annual basis. We not only have in-house training, but we continue to be a large supporter of the ACA Department of Education's training schools and seminars in the state. Our collectors are required to attend when the classes are offered. We encourage our staff to upgrade their training through seminars by ACA and NHCA on an annual basis.
By providing a positive work environment with high quality standards, our employees continually strive to achieve high performance for our clients.
Technology
HFS utilizes the Flexible Automated Collection System (FACS) software from Ontario Systems Corporation. FACS is menu driven and easily customized to meet our clients’ needs. Our ability to track and sort accounts into special work files insures maximum contacts and quality work on all your accounts.
The Report Writer
The Report Writer allows any information to be pulled from the database into a report and sorts or manipulates the data in a variety of ways. This provides our clients with needed information in a timely manner.
Crystal Reports
In addition to Report Writer, HFS uses Crystal Reports in order to create highly customized reports from the FACS software.
Tactics
Tactics take the power and flexibility of the report writer and allow us to move accounts through the collection process. This process controls client compliance needs as well as the requirements of the Fair Debt Collections Practices Act.
Latest Telecommunications
HFS understands and utilizes advanced telephonic processes within full compliance of current laws and regulations.
Signature IVR (Personalized Integrated Voice Response)
Our company was one of the first in the nation to use this exciting product that allows:
- Debtors to automatically draft their checking account, Visa, or MasterCard.
- Debtors to set up a payment plan with a touch-tone telephone, 24 hours a day - 7 days a week.
- Our clients access to their statistical database, report payments, or request recalls of accounts.
- Debtors to verify balances, date of payment, or get mailing information at their convenience.
Autopay
AutoPay from Check Writer offers debtors a convenient, no-hassle way to pay with a pre-authorized printed check.
Electronic Credit and Skiptracing
Electronic credit and skiptracing through national information databases are interfaced with the FACS software providing real-time updates to the account allowing the user to view information instantaneously. National Change of Address as well as US PO address standardization is used to maximize our mailing efficiency.
Enable
Enable conversion tools allow us to create a seamless interface with our clients by taking responsibility for converting the data.
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