What We Choose to Automate – Our Commitment to a People-first Experience

When discussing technology, the distinction between the “Front-End” and the “Back-End” of websites is a frequent topic of conversation. The front-end represents what the user sees, while the back-end encompasses the system, structure, and logic typically associated with the site. At Tavelli Co., our approach to automating processes and adopting new technologies is straightforward.

In general, we never automate or use technology to expedite tasks that directly impact the user’s daily interactions with our company. In other words, throughout our history, we have never deliberately hindered a user’s ability to reach a real person on our team for the sake of cost-cutting. We firmly believe that this commitment is a key factor in our status as an industry leader renowned for our top-notch customer service.

Why We Choose to Operate This Way

When people visit a grocery store nowadays, they often encounter self-checkout lines. While these lines were designed to bolster the company’s profitability and enhance productivity, they frequently lead to user frustration. Many of us have experienced situations where we call a helpline, only to be directed to an app or website – often the same one where we found the phone number in the first place.

Few things in the world are more exasperating.

There are numerous real-life scenarios where speaking to a live account representative is always superior to dealing with an automated system. At Tavelli Co. if someone contacts our collection agency regarding a debt that has already been paid to one of our clients, we want to be informed to prevent double payments or contacting someone who has already paid. If an individual is grappling with medical debt and has received a notice about an overdue consumer expense, we want that person to have the option to call us and set up a payment arrangement that aligns with their financial circumstances, within a reasonable timeframe. We hope this spares them any undue burden – much like the person in the self-checkout line who waits for a real person to intervene and enter a code. We aim to have that person readily available upfront to assist.

Now, the “Back-End” is a different story. Over the past four decades of business, Robert Tavelli has taken pride in assembling a team of highly skilled individuals who contribute to an exceptional and positive company culture. He has consistently prioritized preserving jobs over embracing automation, such as auto-dialers. Our account representatives play a pivotal role in the daily operation of our business. While they are on the front lines, assisting people day in and day out, the back-end of our organization is an area where we continually seek enhancement through technology. Whether it is in the realm of data security, payment systems, or operating systems, Tavelli Co. has never shied away from improving our back-end operations. This approach has yielded quantifiable success and fostered a robust work environment.

Now, if we reflect on our self-checkout line example, we must ask: What does this line, which is intended to streamline success, often encourage? The answer is clear: negativity.

Customers become upset when someone cuts in front of them or when they must wait for an associate or can only pay with a payment method that wasn’t previously indicated. What does this ultimately lead to? It means that company staff primarily interact with customers who are frustrated with the technology, and, by extension, with the corporate decisions that led to these issues. In this scenario, both the company staff and the customers are dissatisfied. While sales might temporarily peak, the company is slowly eroding its foundation, losing the respect of the very people who keep the lights on.

At Tavelli Co., we embrace technology wholeheartedly. However, our philosophy centers on streamlining our back-end processes without sacrificing the human touch that defines our company as a fantastic place to work and grow on the front-end. Our clients know this and that is why many Californians choose to work with Tavelli Co. for their medical and business debt collection needs. If you’d like to talk with someone on our team, reach out to us at (707) 509-5565.

 

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Tavelli Co., Inc. has over 40 years of unparalleled experience in the debt collection and receivables management industry. Our mission is to achieve the right balance between getting clients paid and being empathetic to debtor circumstances, through implementing innovative practices, hiring experienced people, and improving business decisions through analytics. We provide peace of mind to all involved by collecting money with no complaints. Tavelli Co., Inc. takes the time to carefully listen to your customers and share their feedback with you through meaningful data and transparent communication, so you have access to the information you need to make quality decisions and improve your processes in the future. Contact us today and let the debt collection experts at Tavelli Co., Inc. help you set your business up for success.

IMPORTANT: Information provided by Tavelli Co., Inc., any employees of Tavelli Co., Inc., or its subsidiaries is not intended as legal advice and may not be used as legal advice. 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.