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10 strategies and tactics for Collection Team

What is Collection Team strategy?

Every great achievement starts with a well-thought-out plan. It can be the launch of a new product, expanding into new markets, or just trying to increase efficiency. You'll need a delicate combination of strategies and tactics to ensure that the journey is smooth and effective.

Finding the right Collection Team strategy can be daunting, especially when you're busy working on your day-to-day tasks. This is why we've curated a list of examples for your inspiration.

Copy these examples into your preferred tool, or utilize Tability to ensure you remain accountable.

How to write your own Collection Team strategy with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI generator below or our more complete goal-setting system to generate your own strategies.

Collection Team strategy examples

You will find in the next section many different Collection Team tactics. We've included action items in our templates to make it as actionable as possible.

Strategies and tactics for implementing a Robust Collection Strategy for Michu Digital Lending

  • ⛳️ Strategy 1: Enhance communication channels

    • Implement a multi-channel communication strategy including mobile apps, email, and WhatsApp alongside SMS
    • Develop personalised communication scripts for different stages of the repayment process
    • Introduce automated reminders for upcoming due dates via multiple platforms
    • Utilise data analytics to tailor communication frequency and content to individual borrower behaviour
    • Train customer service representatives to handle more complex queries through call centres
    • Implement feedback mechanisms to refine and improve communication strategies continually
    • Diversify language options to cater to diverse linguistic groups among clients
    • Incorporate educational content about financial management in communications
    • Ensure consistent branding and tone across all communication channels
    • Encourage timely payments by integrating rewards or incentives for early repayments

  • ⛳️ Strategy 2: Decentralise collection activities

    • Set up regional collection hubs to bring collection activities closer to borrowers
    • Recruit and train local collection agents familiar with regional languages and cultures
    • Implement a tiered collection approach based on the severity of overdue accounts
    • Foster partnerships with local co-operatives or associations for collection support
    • Utilise mobile payment services extensively to allow easier payment for borrowers
    • Monitor collection performance regionally to identify trends and improve strategies
    • Incorporate geolocation data to better assign and schedule field collections
    • Create regional collection targets and track progress through key performance indicators
    • Regularly conduct community engagement activities to build trust with local borrowers
    • Develop a scalable model to easily replicate the decentralised collection framework in new regions

  • ⛳️ Strategy 3: Leverage technology to improve collection efficiency

    • Adopt machine learning algorithms to predict potential defaults and prioritise follow-ups
    • Integrate a robust CRM system for effective tracking of communication and repayment history
    • Develop a mobile app for borrowers to check balances, receive notifications, and make payments
    • Utilise AI-powered chatbots for routine collection inquiries and payment processing
    • Implement data-driven insights to customise repayment plans tailored to borrower needs
    • Enable real-time data sharing between collection centres and central office for better coordination
    • Regularly update the tech platform to improve security and user experience
    • Capture customer feedback digitally to refine collection process continually
    • Create interactive dashboards for collection agents to track their performance
    • Conduct ongoing training programs to keep staff abreast with the latest technology tools
communicationdecentralizationcustomer-service-representativecollection-agenttechnology-teamcollection-team
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Strategies and tactics for implementing a Quality Assurance Strategy for Contact Centres

  • ⛳️ Strategy 1: Define and Monitor Quality Standards

    • Clearly define quality standards and performance expectations for agents
    • Develop a detailed QA scorecard focusing on key performance indicators
    • Implement regular monitoring and evaluation processes to assess agent performance
    • Utilise AI tools to transcribe calls and analyse tone, sentiment, and keyword usage
    • Conduct in-depth evaluation of agent interactions to identify areas for improvement
    • Incorporate peer reviews from senior agents and team leads for additional insights
    • Provide regular calibration sessions to maintain consistency in evaluations
    • Regularly review and update quality standards to align with customer needs
    • Offer regular feedback sessions to discuss performance and improvement areas
    • Continuously improve QA criteria and tools based on evolving business and agent needs

  • ⛳️ Strategy 2: Strengthen Reporting and Communication

    • Establish a reporting structure to deliver weekly, monthly, and quarterly performance reports
    • Conduct weekly debrief meetings with QA team, team leads, and senior management
    • Hold monthly one-on-one feedback sessions with agents to discuss their performance
    • Leverage AI analytics tools to track key performance indicators effectively
    • Develop customised dashboards for visualising trends and insights derived from QA assessments
    • Present data-driven recommendations to management for informed decision-making
    • Maintain open communication channels for agents to provide feedback and ask questions
    • Act as a representative for members, ensuring their concerns influence contact centre policies
    • Document case histories accurately to facilitate future reference and insights
    • Encourage feedback to refine processes and training strategies continually

  • ⛳️ Strategy 3: Enhance Agent Training and Development

    • Provide ongoing coaching and training opportunities to enhance agent skills and knowledge
    • Offer specialised training sessions based on feedback from QA evaluations
    • Conduct role-playing exercises to prepare agents for real-life situations
    • Use performance data to identify training needs and develop targeted modules
    • Empower agents through knowledge-sharing sessions highlighting best practices
    • Ensure training includes updates in company policies and customer handling techniques
    • Prioritise skill development to enhance empathy, problem-solving, and communication skills
    • Implement a framework for agents to replicate successful case-handling methods
    • Monitor agent progress post-training to measure effectiveness and make adjustments
    • Foster a culture of continuous development and learning across all teams
quality-assurancecustomer-satisfactionquality-assurance-managercustomer-service-agentcollectionsretentions
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Strategies and tactics for developing the BFM Code

  • ⛳️ Strategy 1: Conduct a thorough literature review

    • Identify and compile a list of relevant global standards such as BSI 8536 and ISO 41001
    • Summarise the key elements of global standards that can be adapted for Ethiopia
    • Analyse the gaps between current local practices and global best practices
    • Engage local experts to assess the applicability of global standards in Ethiopia
    • Create a comparative analysis report of global versus local standards
    • Develop an understanding of Ethiopia's legal and regulatory framework in context with global practices
    • Identify success stories of standard adaptation in similar regions
    • Document specific areas of the building sector needing standards adaptation
    • Prepare a detailed literature review report
    • Present findings to the core team for strategy alignment

  • ⛳️ Strategy 2: Engage stakeholders effectively

    • Identify and list key stakeholders in the facility management and construction sectors
    • Design stakeholder surveys to capture insights and concerns about current practices
    • Organise interviews with construction professionals, facility managers, and regulators
    • Facilitate workshops to obtain in-depth input from building owners
    • Develop communication materials to explain the importance of stakeholder engagement
    • Create a feedback system to collect and organize stakeholder inputs
    • Regularly update stakeholders on the project's progress and outcomes from engagements
    • Encourage stakeholder representation in task forces or advisory boards
    • Analyse and document findings from stakeholder engagements
    • Incorporate stakeholder feedback into the code drafting process

  • ⛳️ Strategy 3: Conduct comprehensive data collection

    • Design data collection tools to gather quantitative data on facility management practices
    • Develop interview guides for qualitative data collection with industry experts
    • Gather data on existing building systems and their management efficiencies
    • Collect statistics on facility management trends and challenges in Ethiopia
    • Use surveys to capture data from a wide cross-section of the industry
    • Organise focus groups to collect detailed insights from practitioners on specific issues
    • Assess technological and infrastructural assets in current facility management
    • Document all collected data in a central repository for easy access
    • Analyse data to identify patterns and insights relevant to the BFM Code
    • Prepare a comprehensive report on data findings to inform the code drafting
standards-adaptationstakeholder-engagementconstruction-professionalsfacility-managersdata-collection-teamstakeholder-engagement-team
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Strategies and tactics for developing a Strategy for an Analytics Team

  • ⛳️ Strategy 1: Improve data collection methods

    • Conduct a comprehensive review of current data sources
    • Identify key metrics for the organisation's objectives
    • Implement automated data collection tools
    • Establish a process for collecting qualitative data
    • Train team members on new data technologies
    • Collaborate with IT for secure data storage solutions
    • Create a feedback loop to refine data collection
    • Develop standardised data quality checks
    • Ensure compliance with data privacy regulations
    • Evaluate data sources quarterly for relevance and accuracy

  • ⛳️ Strategy 2: Enhance team expertise and skills

    • Identify skill gaps through a competency assessment
    • Create a personalised training programme for team members
    • Encourage attendance at industry conferences and webinars
    • Establish a monthly knowledge sharing session
    • Facilitate cross-training among team members
    • Recruit external experts for specialised workshops
    • Promote certifications relevant to analytics
    • Incentivise continuous learning within the team
    • Set aside weekly time for team research and development
    • Review skill development quarterly to adjust training focus

  • ⛳️ Strategy 3: Increase the influence of analytics results

    • Schedule regular presentations to key stakeholders
    • Develop visualisation tools to simplify data insights
    • Create decision-support dashboards for management
    • Collaborate with business units to tailor insights
    • Publish monthly reports highlighting business impact
    • Solicit feedback after each analytics presentation
    • Leverage storytelling techniques for data narratives
    • Establish a company-wide analytics newsletter
    • Track and report on the utilisation of analytics insights
    • Set KPIs for the business impact of analytics
data-collectionanalyticsdata-analystit-specialistdata-management-teambusiness-intelligence-team
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Strategies and tactics for amplifying proactive investigation with broadened log analysis

  • ⛳️ Strategy 1: Conduct comprehensive log collection

    • Identify key systems and applications for log collection
    • Set up automated log collection mechanisms
    • Ensure logs are timestamped and secured
    • Implement centralised log storage
    • Regularly backup logs to avoid loss of data
    • Encrypt logs to protect sensitive information
    • Monitor log collection processes for completeness
    • Perform regular audits of log collection policies
    • Establish access controls to log data
    • Educate staff on the importance of comprehensive log collection

  • ⛳️ Strategy 2: Implement advanced log analysis tools

    • Research and select leading log analysis tools
    • Train appropriate staff on the use of these tools
    • Set up automated alert systems for unusual log activity
    • Regularly update log analysis tools to the latest versions
    • Integrate log analysis tools with existing IT infrastructure
    • Develop custom analysis rules tailored to organisational needs
    • Perform regular reviews of log analysis tool configurations
    • Set KPIs to measure the effectiveness of log analysis
    • Create a feedback loop to refine analysis processes
    • Establish a dedicated team for log analysis management

  • ⛳️ Strategy 3: Establish a proactive investigation framework

    • Define clear procedures for initiating proactive investigations
    • Develop templates for investigation documentation
    • Train staff on investigative techniques and tools
    • Assign dedicated roles for investigation within the security team
    • Implement regular drills and exercises on proactive investigations
    • Utilise log analysis findings to inform investigations
    • Create a system for logging and reviewing past investigations
    • Set up a communication plan for incident response
    • Foster a culture of continuous improvement in investigation processes
    • Regularly review and update the investigation framework
log-collectionlog-analysisit-administratorsecurity-analystit-teamsecurity-team
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Strategies and tactics for contacting People Who Interacted with a Cheater

  • ⛳️ Strategy 1: Identify and Collect Contact Information

    • Review interaction logs to identify users who interacted with the cheater
    • Compile a list of usernames and associated contact details
    • Cross-reference usernames with known contact details to ensure accuracy
    • Use software tools to automatically extract and verify contact information
    • Ensure data privacy and compliance during the extraction process
    • Create a secure database to store the collected contact information
    • Double-check the database for any duplicate or missing information
    • Categorise contacts based on the level of interaction with the cheater
    • Document the reasoning for contacting each group of users
    • Prepare a backup of all collected contact information

  • ⛳️ Strategy 2: Craft and Send Communication

    • Draft a clear and concise message template explaining the situation
    • Include any pertinent details that could affect the user negatively
    • Personalise messages to reflect the recipient's level of interaction with the cheater
    • Add contact details for support and further assistance
    • Set up an email campaign to automate message sending
    • Test the message template for clarity and correctness before sending
    • Send messages in batches to manage responses effectively
    • Track email and message delivery to ensure all recipients are contacted
    • Monitor the campaign to identify any undelivered messages and reattempt
    • Plan for and handle reply management efficiently, including automated responses if necessary

  • ⛳️ Strategy 3: Follow-Up and Gather Information

    • Send a follow-up message to gather more information if needed
    • Create a survey or form for users to submit additional details
    • Ensure that the survey/form is user-friendly and straightforward
    • Monitor responses and compile a report on findings
    • Categorise responses based on the severity of interaction with the cheater
    • Follow up with users who did not respond initially
    • Analyse any patterns or commonalities in the responses
    • Evaluate the need for further communication based on user feedback
    • Share findings with relevant teams or authorities if necessary
    • Maintain ongoing communication with the users for any updates
data-collectioncommunicationdata-analystcompliance-officercustomer-support-teamincident-response-team
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Strategies and tactics for developing a Comprehensive Strategic Framework

  • ⛳️ Strategy 1: Enhance Leadership Training and Compliance Monitoring

    • Schedule and track live training sessions to achieve 100% compliance by 12.1.2025
    • Collaborate with The Center to monitor self-paced training via the Centralized Dashboard
    • Develop a system for regular reminders on training deadlines
    • Design an evaluation method to assess training effectiveness
    • Provide incentives for timely training completion
    • Identify and address barriers to completing training requirements
    • Establish reporting protocols for training compliance to leadership
    • Regularly update training materials to maintain relevance
    • Create an accountability framework for non-compliance
    • Host quarterly review sessions to ensure training goals are met

  • ⛳️ Strategy 2: Implement a Comprehensive Lunch N Learn Series

    • Develop a curriculum for supervisor-level sessions to be rolled out in 2026
    • Outline topics and content for employee-level training in 2026
    • Identify and recruit experienced facilitators for sessions
    • Set a schedule for regular Lunch N Learn meetings
    • Create promotional materials to encourage participation
    • Gather feedback from participants to refine future sessions
    • Coordinate with HR to align with broader training objectives
    • Track attendance and engagement using digital tools
    • Evaluate participant learning through post-session assessments
    • Continuously adjust the content based on feedback and outcomes

  • ⛳️ Strategy 3: Optimise Credentialing and Billing Processes

    • Ensure all clinicians are credentialed by 1.1.2026
    • Credential all clinical supervisors by 1.1.2026
    • Identify common causes of failed claims and develop mitigation strategies
    • Implement a monitoring system to track claim submission timings
    • Provide training to clinicians on effective billing practices
    • Regularly review and optimise credentialing processes
    • Collaborate with finance to identify underproductive clinicians
    • Develop improvement plans for clinicians providing face-to-face services
    • Create a feedback loop to continuously improve billing practices
    • Conduct quarterly reviews on progress toward credentialing and billing goals
leadership-developmentoperational-efficiencyfacilitatorsclinicianshrfinance
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Strategies and tactics for establishing the WCO as the centre of statistics on Customs activities

  • ⛳️ Strategy 1: Enhance data collection capabilities

    • Develop a standardized data collection framework for customs statistics
    • Collaborate with member countries to ensure consistent data submission
    • Invest in advanced data analytics tools and technologies
    • Organise training programs for customs officers in data collection and reporting
    • Create a data submission portal for easy and secure data uploads
    • Establish data validation and verification protocols
    • Conduct regular audits to ensure data accuracy and reliability
    • Develop partnerships with international data organisations
    • Expand data collection to cover all aspects of customs activities
    • Implement a feedback system to continually improve data collection processes

  • ⛳️ Strategy 2: Promote the WCO's statistical capabilities

    • Launch a global awareness campaign showcasing WCO's statistical strengths
    • Publish annual reports on customs statistics
    • Host international conferences and workshops on customs statistics
    • Create infographics and visual reports for ease of understanding
    • Collaborate with international media to highlight WCO's statistical insights
    • Develop a dedicated section on the WCO website for statistical data
    • Engage with social media channels to share key statistics
    • Produce case studies that demonstrate the value of WCO's statistical data
    • Implement a key message framework to ensure consistent communication
    • Foster relationships with academic and research institutions for collaborative projects

  • ⛳️ Strategy 3: Enhance collaboration with member countries

    • Organise regular meetings with member countries to discuss statistical needs
    • Establish a network of statistical correspondents within member countries
    • Provide technical assistance and resources to countries with limited statistical capabilities
    • Facilitate the exchange of best practices among member countries
    • Create an online forum for member countries to share information and experiences
    • Develop bilateral agreements for data sharing
    • Offer incentives for countries that provide high-quality, timely data
    • Conduct surveys to understand the challenges faced by member countries
    • Create customised training programs for different regions
    • Recognise and reward member countries' contributions to the WCO's statistical initiatives
data-collectioninternational-collaborationdata-analystcustoms-officerdata-analytics-teampublic-relations-team
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Strategies and tactics for processing Overdue Account Credits

  • ⛳️ Strategy 1: Prioritise accounts by credit age

    • Sort the 3,000 accounts based on the age of the credit
    • Create three priority tiers: high (over 90 days), medium (60-90 days), low (below 60 days)
    • Start processing high-priority accounts first
    • Develop a timeline to address each tier within set deadlines
    • Assign team members specific tiers to focus their efforts
    • Hold weekly meetings to monitor progress across tiers
    • Use collections software to automate status alerts on overdue credits
    • Identify patterns or common reasons for overpayment to inform future prevention
    • Implement feedback mechanisms to improve the prioritisation process
    • Set monthly goals for reducing the high-priority account list

  • ⛳️ Strategy 2: Enhance stakeholder communication

    • Send out communication templates to clients explaining the overpayment/credits
    • Offer multiple channels for customers to communicate back (email, phone, chat)
    • Assign a dedicated team to handle queries related to these accounts
    • Provide a clear timeline for the resolution of each case
    • Use CRM tools to record customer communications systematically
    • Update account statuses based on customer feedback immediately
    • Provide training for staff on handling sensitive customer interactions
    • Review all communications weekly to ensure clarity and consistency
    • Create FAQ guides for customer service representatives
    • Set KPI for customer response rates and satisfaction

  • ⛳️ Strategy 3: Automate the credit reconciliation process

    • Invest in a system that reconciles overpayments against account transactions automatically
    • Set up alerts for when new overpayments or credits occur
    • Use the system to identify discrepancies quickly
    • Integrate this system with current financial and collection software
    • Train staff on how to use new automation tools effectively
    • Monitor automated reports on account status daily
    • Establish a protocol for exceptions or manual interventions
    • Coordinate with IT to maintain system security and efficiency
    • Conduct quarterly audits of system performance
    • Report system benefits and ROI to management to validate investment
credit-managementautomationcollections-analystcustomer-service-representativeit-supportfinancial-reconciliation-team
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Strategies and tactics for implementing Loan Recovery Collection for High Bucket Customers

  • ⛳️ Strategy 1: Enhance customer engagement

    • Conduct personalised outreach to understand customer circumstances
    • Establish regular communication through preferred channels
    • Offer financial literacy programs to educate customers on managing debts
    • Provide clear information on payment options and benefits of early repayments
    • Develop customer rewards for consistent repayments
    • Conduct home visits for detailed discussions
    • Organise webinars and workshops for community support
    • Create a feedback loop to identify communication improvements
    • Train customer service staff in empathy and conflict resolution
    • Use customer analytics to tailor communication

  • ⛳️ Strategy 2: Offer flexible repayment solutions

    • Assess each customer's financial situation to offer customised payment plans
    • Introduce interest rate reductions for prompt payments
    • Allow temporary payment freezes under special circumstances
    • Develop a graduated payment structure based on customer's income flow
    • Provide extension options for the loan term to reduce monthly payments
    • Establish a hardship support fund to assist customers in extreme situations
    • Implement a pay-as-you-earn structure for self-employed customers
    • Encourage partial repayments from borrowers who cannot afford full payments
    • Create balance transfer opportunities to lower interest workloads
    • Review customer accounts regularly for timely adjustments to terms

  • ⛳️ Strategy 3: Strengthen internal processes and technology

    • Implement advanced analytics to predict payment behaviours
    • Develop AI-driven reminders for customers' payment due dates
    • Integrate CRM systems for real-time updates on customer interactions
    • Automate routine follow-ups and documentation processes
    • Invest in secure technology for handling and processing payments
    • Coordinate with legal teams for compliance checks
    • Set up a robust escalation mechanism for handling disputes
    • Create dashboards for continuous monitoring by recovery agents
    • Develop simulations for training agents on negotiation tactics
    • Utilise multichannel communication tools for broader reach
loan-recoverycustomer-engagementcustomer-service-representativefinancial-advisorlegal-teamtechnology-team
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How to track your Collection Team strategies and tactics

Having a plan is one thing, sticking to it is another.

Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.

A tool like Tability can also help you by combining AI and goal-setting to keep you on track.

More strategies recently published

We have more templates to help you draft your team goals and OKRs.

Planning resources

OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:

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