1. Offshore Collections
What’s It Really Like?

2. Manuel H. Newburger Barron & Newburger, P. C. 7320 N. Expy
Manuel H. Newburger Barron & Newburger, P.C N. Expy., Suite 400 Austin, TX

3. 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.

4. 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?

5. 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?

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

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

8. 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

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

10. Will You Do An On-Site Exam?

11. 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

12. 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

13. Offshore Collections
What’s It Really Like?