Tavelli Co., Inc. - May 30, 2024
What We are Best Known For – Quick Response Times & More…
| Quick Synopsis | |
|---|---|
| 1. | Rapid Response Times: Our company prides itself on swift and efficient responses to client inquiries and requests. Whether it’s addressing customer concerns or resolving issues, we prioritize speed and effectiveness. |
| 2. | Familiar Faces: Many of our staff members have been part of the company for years, even decades. This continuity fosters strong relationships with clients and ensures a sense of trust and reliability. |
| 3. | Exceptional Customer Service: Our front-line staff undergo extensive training to provide outstanding customer service. From handling inquiries to resolving problems, they are equipped with the skills needed to create positive experiences during phone calls. |
| 4. | Well-Trained Team: Our team benefits from comprehensive training and has access to Standard Operating Procedures (SOPs) and experienced leaders. This ensures consistency, quality, and adherence to best practices across all aspects of our work. |
| 5. | Client-Centric Approach: We actively support our clients and their Accounts Receivable Management (ARM) processes. By understanding their unique needs and challenges, we tailor our services to help them achieve their goals effectively. |
Quick Response Times
In a previous article, we hinted at the surprising speed with which we respond to initial inquiries from prospects interested in partnering with our collection agency. It’s not uncommon for prospects to receive a call back within the same day, hour, or even minute after sending their initial inquiry. This responsiveness is no accident. In this article, we’ll highlight what we’re best known for. These aren’t just things we say about our company; they’re also the things others say about us most often.
At Tavelli Co., we recognize that the collection industry faces challenges related to communication, customer service, and response times. While some agencies may fall short, we are committed to setting a different standard. In our previous article titled “Collections is Communication,” we emphasized this commitment. Our focus is on improving the collection experience for businesses by ensuring prompt, effective communication. We value our clients’ time and strive to provide efficient solutions.
When prospective clients reach out to our sales line, we approach each interaction with gratitude and never take the opportunity for granted. However, our mission extends beyond the initial contact. From the moment a prospect comes onboard, they’ll experience a seamless transition and a graceful handoff from our sales team to our dedicated client services.
Exceptional Staff
Finding, training, and growing an exceptional team doesn’t happen overnight. During my tenure at Tavelli Co., while inspired from prior management roles, both our leadership staff and I have observed remarkable growth and development with our training protocols. These enhancements effectively jump-start new employees and contribute to the growth of our seasoned team members. Occasionally, we even receive compliments about our staff’s kindness and requests on collection calls to use our services. To many this may seem strange. We aren’t shy about what drives this success either. Here are a few key procedures, tools, and mottos we have implemented along the way, and have learned to live by:
- Hire Properly: At Tavelli Co., we actively seek empathetic professionals who excel at delivering exceptional customer service over the phone. Our focus is on identifying individuals with natural communication abilities. By harnessing these inherent strengths and emphasizing their importance in the role, we are able to streamline the training process for new hires on company processes and procedures.
- First Day Key Phrases: At our company, one of the most crucial tools we use is designed to build and establish the foundation for our customer service ethos. Similar to how you might encounter the phrase “my pleasure” at a popular chain restaurant or hotel, we’ve implemented key phrases and responses to enhance customer service and create a distinct brand culture. If your company frequently engages in outbound phone calls or person-to-person interactions, this tool serves as an effective way to introduce new employees to interacting with others from the outset. It provides clear expectations: “This is how we want you to treat others, even if you woke up on the wrong side of the bed.” Whether in the form of a “key phrase web/tree” or an FAQ Answer Sheet, this approach sets your staff up for success. By addressing common frontline questions, you not only boost morale but also instill confidence in your new employees, helping them feel secure in their roles.
- Accessible SOPs: Standard Operating Procedures (SOPs) play a crucial role in our organization. Whether they’re accessible through a shared company drive, displayed above employees’ computer screens, or distributed on the first day of a new job, SOPs align with our previous point. These procedures often involve specific functions or a series of actions, going beyond common-sense approaches to various topics. Even managers at the highest organizational level periodically review SOPs. By making SOPs easily accessible and emphasizing their importance early on, frontline staff can often find answers to their own questions simply by referring to these documented guidelines.
- Daily Training and Updates: In nearly every company where I’ve worked, some form of group huddle, daily briefing, or team meeting has been used to disseminate information to the team. Without these interactions, or at least a clear pathway for addressing concerns, obtaining directives, and receiving important updates, employees often feel disconnected and unplugged from the organization’s goals.
- Leaders are Teachers: There are few things worse than leaders who hoard knowledge for personal gain. When leaders withhold critical information, it disrupts the flow of knowledge within the organization. Employees may struggle to find necessary information, leading to inefficiencies and reduced productivity. Leaders who hoard information create knowledge silos within the company. These silos prevent information from flowing freely across teams or departments. As a result, new hires struggle to get up to speed, and costly errors occur due to incomplete or outdated information. At Tavelli Co., each day feels like a new conversation. Information flows freely throughout the company and we intend for it to operate this way. We are always teaching, learning, and growing.
Professionalism and Support
On our website’s homepage, you’ll find testimonials from clients sharing their experiences with Tavelli Co. Among these testimonials, they highlight the exceptional professionalism and support they’ve received from our company. A collection agency plays a pivotal role in shaping a company’s reputation among its clients and within the community. By prioritizing valuable customer relationships, handling medical information with care and privacy, and resolving debts respectfully, many collection agencies are regarded as an extension of their clients. This emphasis on maintaining positive reputations is of paramount importance to us.
If you’re seeking an agency specializing in commercial collections, medical debt or debt collection in Marin County, Sonoma County, and surrounding areas, contact Tavelli Co. today at (707) 509-5565!
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.
