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Topics: Accounts Receivable Management

Collections isn’t always the most pleasant job; plenty of people, both customers and business owners alike, worry about accounts sent to collections. Nonetheless, it’s one of those tasks almost any business is going to face at some time or another; it’s a fact of life.

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Collections can put a strain on your customer relationships, however, which may be one of the reasons you’re hesitating to initiate the process. Instead of worrying, why not outsource collections?

Delivering Great Customer Service

While you’re outsourcing collections primarily to collect on outstanding debts, your outsourcer should be just as focused on delivering great customer service during each customer interaction.

Why? No matter where your customers are in the sales cycle, you want them to have a good experience. Think about it: If customers are treated poorly by a collections agency, they’re still going to feel negatively towards your brand, at least in part, because you’re the one who turned over the account.

Instead, both you and the agency should be focused on delivering the best possible customer service, even at this difficult stage.

Maintaining Customer Relationships

Customer service is important to any ongoing customer relationship. It’s easier to retain customers than it is to acquire new ones. Some customers are worth hanging on to, even if you've had to send their accounts to collections, which is why you want to focus on maintaining relationships even through this process.

Your partner provider should be aware of this, and they should be actively working to preserve your customer relationships throughout the collections process. You’re hiring an outsourcing partner who can deliver great customer service to your customers, every step of the way. You’re hiring them to take advantage of their expertise at managing the collections process in a positive way.

Maintaining Your Brand

The other thing any partner you outsource collections to should do is focus on maintaining your brand when they interact with your customers. Although your provider may need to get tough at some point, the focus should be on delivering brand-consistent interactions across the board.

When your customers interact with any of your partners, they should be receiving excellent customer service experiences, consistent with your brand. If they’re not, you have a different problem on your hands, and you need to reconsider those partnerships. Your collections provider should be no different.


Jason Henning

Jason Henning

Jason is the senior vice president of Bill Gosling Outsourcing’s offshore location in the Philippines. He began this role in 2012 and was an integral part of the company’s development. Jason has over 10 years of experience in international operations; he managed all aspects of operations, profitability, and business development for Convergys’ offshore accounts receivable management. He’s also an avid golf player and a Delta Million Miler traveler.

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