Let’s talk.
What borrower behavior tells us about better conversations and better collections outcomes.
Lending has changed. Financial difficulty hasn’t.
A lost shift, an unexpected car repair or a medical expense can turn an ordinary month into a difficult one. Different circumstances call for different conversations.
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The silence has a reason
People are not avoiding the lender so much as the conversation they expect to have with it.
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People tell a machine what they won’t tell a person.
The researchers call it the competence-judgment gap: the fear of being judged outweighs the appeal of a human.
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The only agreement that pays is one the borrower can keep.
A program that generates more commitments but fewer kept payments may leave collections teams with more follow-up and little additional recovery.
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Did more contacts become more payments?
Run long enough to see what happens after a promise to pay, rather than stopping the measurement at the call.