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Quality performance development
Do your collection agents negotiate in a professional manner that's been proven to improve collections and customer relationships?

Afni agents are trained to be assertive-not aggressive. They treat customers with integrity and respect while working together to resolve concerns. Afni quantifies these performance expectations and translates them into behavioral concepts that agents find easy to grasp and implement.

Quality monitoring
Do you receive regular reports and scorecards on the performance and quality of the agents working on your account?

Balanced scorecards evaluate more than 10 different quality, productivity and revenue metrics to understand how effectively our agents are performing on your behalf. This approach ensures that collection goals aren't being pursued at the expense of customer goodwill.

Dispute resolution
Are disputes managed by a resolution team-or do they get passed on to management?

Our team of expert negotiators focuses solely on resolving customer disputes as quickly as possible. Their investigation and validation processes meet and exceed federal guidelines. And their skills prevent escalated calls from clogging your center and resulting in litigation.

Multiple customer service options for payments
Do your customers benefit from multiple ways to make payments and communicate about their accounts?

We make it convenient for customers to do business with you-offering multiple collection channels like a unique Virtual CSR application, a self-help website, and an electronic payment processing system. These options establish non-adversarial, easy-to-access environments where your customers feel comfortable.

To learn how Afni can help you maintain and improve customer satisfaction during collections, contact us.

Increase customer satisfaction and retention

Maintain and improve customer satisfaction during collections