“We will relentlessly chase perfection, knowing that we will never catch it, because nothing is perfect. But in the process, we catch excellence. I’m not remotely interested in being just good!”
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Amherst, NY (PRWEB) May 23, 2013
“It’s all about Client satisfaction and Compliance. We call it C2,” states John H. Chebat, Chief Executive Officer at Account Discovery Systems, LLC, a collection agency located in Amherst, NY.
Over the past year, ADS has been proactive in improving its operations in both areas, moving toward excellence. Chebat continues: “We started to turn the corner with the hiring of Jim Prawel as our Chief Operating Officer. With his years of experience being a site manager for the largest collection agency in the world, he has improved our level of management outlook and sophistication.”
In addition to significant upgrades in their telephony and monitoring systems, ADS completed its conversion to the BEAM™ collections system in December. According to Jim Prawel, COO “The BEAM™ software has made our collection staff much more efficient in our daily collection efforts. The collector’s ability to click and dial and screen pop-ups on in bound calls is huge. Increased call volume equals increased opportunity, which ultimately equals increased collections.”
ADS has also taken significant steps to improve its compliance management system and secure its SSAE 16 Type 2 audit by the end of 2013. To assist in this, ADS engaged Hampton Pryor Consulting to perform a complete review and analysis of their policies, procedures and operational strategies. Chebat states “Not only do we want to ensure that we are set up to always be compliant with all state and federal laws, we want to make sure that we have the right controls in place to monitor this. Additionally, it’s important that consumers have a positive experience when they interact with the ADS team. Joe Adams and the team at Hampton Pryor Consulting have the experience as former agency operators and client vendor managers to ensure that we meet this objective.” Adds Joe Adams, Managing Director of Hampton Pryor Consulting “There is absolutely no reason for agencies not to make a strong compliance management system and consumer satisfaction their top priority. As we have seen from some of the recent actions by the CFPB, the cost of not doing this is far greater than the expense of implementation.”
Chebat concludes, “At ADS we understand the difficulty in achieving excellence, but day in and day out, we are committed to attaining this goal”.