Hosted by Mike Gibb of AccountsRecovery.net and sponsored by Avtal, this session explored how agencies can successfully integrate collectors into digital transformation. Panelists Megan Hebert (Specialized Collection Systems), Steve Kusic (National Recovery Agency), Joe Leventhal (Professional Collectors Corp.), and John McNamara (Avtal) shared their experiences with texting, emailing, data-driven strategies, and omni-channel engagement.
The discussion emphasized that digital adoption is not just about technology—it’s about workforce alignment, messaging, and treating communication assets as critical resources. Panelists highlighted both successes and missteps, offering practical lessons for agencies navigating compliance, consumer engagement, and operational change.
Steve Kusic cautioned, “Your company’s phone numbers, your short codes, your long codes, your email addresses… they are your assets. Treat them like your assets and do not burn them up.” Megan Hebert added, “Build it and they will come is not a true statement here. You’ve got to really guide patients’ behaviors.”
🧠 Key Takeaways:
- Protect communication assets: Phone numbers, domains, and consumer lists are intangible assets. Avoid spamming and overuse that can damage deliverability.
- Refine messaging and timing: Sending is only the first step. Agencies must continuously test, measure, and adjust communications to guide consumer behavior toward payment.
- Empower collectors through digital: Digital channels should feed inbound opportunities, ensuring collectors remain central to consumer engagement and motivated by results.
This webinar underscored that digital collections are both a technological and human journey. Agencies that balance compliance, data insights, and workforce empowerment will be best positioned to thrive in today’s evolving environment.
