Offshore Collections What’s It Really Like?

Manuel H. Newburger Barron & Newburger, P. C. 7320 N. Expy Manuel H. Newburger Barron & Newburger, P.C. 7320 N. Expy., Suite 400 Austin, TX 78731 512.649.4022 mnewburger@bn-lawyers.com

WARNING: This information is not intended to be legal advice and may not be used as legal advice. Legal advice must be tailored to the specific circumstances of each case. Every effort has been made to assure this information is up-to-date. However, it is not intended to be a full and exhaustive explanation of the law in any area, nor should it be used to replace the advice of your own legal counsel.

First Rule – Culture Matters Issues in offshore call centers vary by country and culture Approaches to problem-solving vary Approaches to compliance vary Do you understand what factors drive collector behavior?

Second Rule – Mother Tongue Matters Does the collector think in English? Does the collector speak American English? Is the collector’s English understandable? Does the collector use local idiom?

Third Rule –Trust Matters Impediments to trust: Accent Name Distance Perception

Fourth Rule – Competence Matters Is there an effective training program? How is competence measured? What are the KPIs?

Fifth Rule – This Is Not Tom and Mabel’s Agency Understand the size of the organization Understand the sectors it serves Understand its management structures Understand its compliance structures

Sixth Rule – The Golden Rule They who have the gold make the rules Whose rules are supreme? Who warrants? Who audits? Who indemnifies?

Will You Do An On-Site Exam?

Things to Know Before You Go Find a good travel clinic Leave time to get your shots Follow the food rules Sunscreen & repellant Employee availability/hours

Things to Know When You Go Understand the logistics Traffic Happens Technology doesn’t happen Illness happens Your sense of urgency may not be shared

Offshore Collections What’s It Really Like?