For a long time, collections teams tended to look a bit like government departments, where customers are assumed to have no alternative but to put up with the process they’re given. And not necessarily by choice. Fifteen years ago I was rolling out a collections training program for a bank in Africa, and we were speaking about the incredible role the function could play in relationship building even then, but the sad fact is that regardless of good intentions, investment often ran out before the collections department got to cash its cheques.In today’s episode of How to Lend Money to Strangers I speak to Qualco’s Global Business Development Director, and twenty-year collections veteran, Terry Franklin, about how COVID-19 might just have been the bump many lenders needed to invest in making collections interfaces more interactive and more customer-friendly.Joining our conversation to hear how the experts are shaping their collections teams, and leveraging the latest technology, to meet the challenges of delinquent debt in the time of COVID-19.If you have any feedback, questions, or if you would like to participate in the show, please feel free to reach out to me at brendan@howtolendmoneytostrangers.showA full written transcript with timestamps can be found at https://www.howtolendmoneytostrangers.show/episodes/episode-07  Our GDPR privacy policy was updated on August 8, 2022. Visit acast.com/privacy for more information.