I am thrilled to announce that the “Getting to Know” series is now being sponsored by TCN. TCN is a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Founded in 1999, TCN combines a deep understanding of the needs of call center users with a highly affordable delivery model, ensuring immediate access to robust call center technology, such as SMS, email, predictive dialer, IVR, call recording, and business analytics required to optimize operations while adhering to callers requests. Its “always-on” cloud-based delivery model provides customers with immediate access to the latest version of the TCN solution, as well as the ability to quickly and easily scale and adjust to evolving business needs. TCN serves various Fortune 500 companies and enterprises in multiple industries, including newspaper, collection, education, healthcare, automotive, political, customer service, and marketing.
Like many who have been profiled through the years, Paul Lankes got his start in the collection business on the ground floor and without expecting to spend his professional career in the industry. Paul sees the industry for what it is — an opportunity to help solve important problems for individuals who need help. Read on to learn more about Paul and why he still loves to jump on the phone now and then to handle collection calls.
Name: Paul Lankes
Company: Williams & Fudge Inc.
Length of time at current position: Fourteen years
Length of time in industry: Eighteen years
How did you get your start in the industry?
I started as an entry level collector shortly after graduating from college as an interim job.
What is your career highlight so far?
Building a division from five seats to roughly 75 seats within one year.
When or how are you most productive?
Typically, the morning is my most productive period. Adding a great playlist and some coffee can really peak my production levels.
Which industry professional do you admire most?
Roger Weiss has a knack for keeping technical topics light and humorous.
What is one thing you do better than everyone else?
Stress management.
What do you like most about this industry?
The industry constantly provides opportunities to problem solve which I personally enjoy.
What is one thing you wish you could change about this industry?
Collections has a negative connotation because of some organizations who have poor practices.
If you weren’t in this industry, what would you be doing?
It is likely I would be involved with a financial organization at some capacity.
Describe a typical work day.
I arrive an hour before the staff to run reports and get situated, followed by a short period to greet managers and collection staff. The rest of the day is consumed with projects, meetings, and a variety of other micro tasks to ensure daily operations is meeting our organizations expectations.
What is your guilty pleasure?
Pizza.
The Getting to Know Series is Sponsored By:
What is the best advice you’ve ever received?
Always try to give people the benefit of a doubt.
What are you currently reading?
The Five Dysfunctions of a Team.
What is one fact you’d like everyone in the industry to know about you?
I still enjoy the occasional take-over call and miss the opportunity to help consumers.
Who else would you like to see answer these questions?
Allison Atkinson (Director of Strategic Recovery at Williams & Fudge Inc.)
I am thrilled to announce that the “Getting to Know” series is now being sponsored by TCN. TCN is a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Founded in 1999, TCN combines a deep understanding of the needs of call center users with a highly affordable delivery model, ensuring immediate access to robust call center technology, such as SMS, email, predictive dialer, IVR, call recording, and business analytics required to optimize operations while adhering to callers requests. Its “always-on” cloud-based delivery model provides customers with immediate access to the latest version of the TCN solution, as well as the ability to quickly and easily scale and adjust to evolving business needs. TCN serves various Fortune 500 companies and enterprises in multiple industries, including newspaper, collection, education, healthcare, automotive, political, customer service, and marketing.
