Home / Daily Digest / Daily Digest – August 10. How Agencies Should Respond To Negative Complaints; Getting to Know Jim Peacock

Daily Digest – August 10. How Agencies Should Respond To Negative Complaints; Getting to Know Jim Peacock

The Daily Digest is sponsored by TCN, a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. 

HOW AGENCIES SHOULD RESPOND WHEN SOMEONE COMPLAINS ONLINE

  • There is no such thing as bad publicity, the old saying goes. But for collection agencies, they know that the saying is not always true. Individuals frequently take to the World Wide Web to air their grievances and complain about collection agencies. Those negative outbursts put agencies in an interesting situation. Should they respond? If they do, what should they say? It can be very tempting to fight fire with fire and respond back with all of the many ways that an agency has tried to get in touch with an individual and how it has followed the law in doing so. The temptation to paint the individual as the person who is evading his or her financial obligation can be incredibly powerful. But compliance experts and PR experts both say that agencies should refrain from engaging on such a level.

MEMBER PROFILE: GETTING TO KNOW JIM PEACOCK OF DELTA OUTSOURCE GROUP

  • When his career in the ARM industry comes to an end, Jim Peacock already has his next job picked out, and it’s a doozy. Until then, however, he has no plans to slow down and coast on a career that has lasted more than three decades and led him to become CEO of one of the most respected collection agencies in the industry. Read on to learn more about Jim, why you may never see him in a crowd, and what you can get him for Christmas if you’re looking to make a good impression.

NEBRASKA COLLECTION AGENCY PREPPING MOVE TO LARGER OFFICE

  • Collection Associates, an agency based in Beatrice, Neb., is relocating to a larger office, having outgrown its current downtown space. Agency co-owner Andy Maschmann used the news of the move as an opportunity to talk about the values and importance of the collections industry.

WOMAN SUES BANK FOR CALLING HER 2,000 TIMES IN SEARCH OF HER GRANDMOTHER

  • A Florida woman is suing Comenity Bank for allegedly calling her more than 2,000 times during a 20-month span via an autodialer. The problem? The bank was actually trying to collect on an unpaid credit card balance of the woman’s grandmother and ignored repeated requests from the granddaughter to stop calling her.

WORTH NOTING: Krispy Kreme is tapping into eclipse-mania with a new donut … Aircraft carriers from the U.S. and the U.K. met up earlier this week off the coast of England … Walmart has apologized for accidentally putting a sign that said “Own The School Year Like a Hero” above a display of guns … Five morning success hacks from millionaires … You can now rent a room on Airbnb and stay in Donald Trump’s childhood home complete with a cardboard cutout of the president … The most expensive mansion in the U.S. is a $350 million home in Beverly Hills … The largest private companies in America … Goldman Sachs will begin using a personality test as part of its hiring process.

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The Daily Digest is sponsored by TCN, a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. 

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