The obvious benefits of computerization and automation of the debt collection process, at whatever stage, is obvious. This extends from pre-hand over to pre-legal collections through to legal collections. I remember as a young candidate attorney in the earlier 1990s being at an attorneys firm with a large collections department. The staff was large to deal with the extremely manual process, various collection supervisors, an army of typists, collection clerks, filing clerks and payment clerks. A staff compliment of 4 employees back then dealt with what a current single collection employee of mine can deal with our modern automated process and systems.

However sometimes we think that having the best systems in terms of processes, computer software and other technical support will automatically translate into the best collections. But notwithstanding the obvious benefits of having good systems and automation there are some aspects of the collection process that need the personal touch of a human.

For example I still believe the ability to assess a debtor’s true financial position and integrity early in the collection process is best done by a well training and skilled human, with the right technical support and systems. Sometimes we get so caught up in the collections process that we forget that we are dealing with humans, and that’s why personal human touch is so important at all stages of the collections process.

We need the right people, with the right training.

To quote Jack Welch, “Getting the right people in the right jobs is a lot more important than developing a strategy.”

“He above all encouraged (and prepared) his subordinates to seize the initiative whenever necessary, particularly in the fog of war, and the men who served under him knew what he expected.”, Jay Tolson, on “The Nelson Touch,” The Battle That Changed The World