When I started my first job as a collector, “mobile” meant the phone had a cord long enough to stretch into another room. Cell phones weren’t even a thing yet. If you needed to reach a delinquent customer, you had exactly two options: pick up the phone or drop a letter in the mail.
And here’s the funny thing: even back then, very few people actually answered the phone. When they did, you had to make it count—because that might be your one chance.
The bigger point here: it’s critical to understand each person’s preferred method of communication—
whether it’s text, email, or call.
Meeting people where they are makes contact faster, easier, and far more effective.
Countless studies say Gen Z prefers texting over phone calls. Sure—but let’s not pretend it’s just them. I’m not Gen Z, and texting is still the only way to reach me… once I actually locate my phone. Which I can’t. Ever. So my watch turns into a detective: it dings, I listen, then drag my husband and daughter into a full-blown scavenger hunt. We usually find the phone hours later—right next to where I swore I already looked. Twice. Calls? Only if necessary. Emergency? Your best bet: call my husband or daughter.
Jay McMullan from KredosAI joined our most recent Recovery Management Network (RMN) call to provide an insightful overview of digital communication strategies. Getting started with a texting strategy is more than just sending messages—it’s about crafting the right content, testing it, and making sure every text meets legal and compliance requirements.
Think carefully about how you send messages, whether simple SMS or with richer content like links or images, and always aim to reduce anything that could feel like spam. Track responses, adjust your approach, and ensure every message follows the rules. You don’t have to figure it all out alone—vendors and industry resources can provide guidance. I’m not here to pitch KredosAI as your vendor of choice, but you don’t have to go it alone building a texting strategy from scratch.
The goal is simple: effective, compliant communication that helps you reach customers and get results.
Author: Bev Evancic
Bev.Evancic@ResourceManagement.com
Bev Evancic is a Senior Vice President at Resource Management Services, Inc. Prior to employment at RMS, Bev worked as the Collection and Recovery Manager at AT&T Universal Card, Citi, and Federated Department Stores. Bev started in the collection industry as a collector at an upscale clothing store in Cincinnati, Ohio. As a returned check and private label credit card collector, Bev gained a basic understanding of the collection industry that has not changed with the introduction of regulations. Her collection philosophy begins with the idea that businesses and customers benefit from preserving the customer relationship. First, collectors need to attempt to contact customers when it is convenient for the customer to discuss his/her financial condition and willingness/ability to pay. Second, you never collect money by intimidating or threatening customers. Third, businesses must make sure the debt is valid.
She has managed all phases of collection and recovery operations, including automated dialer units, bankruptcy, and legal units, skip tracing units, internal collections, outside collection agency networks, and Consumer Credit Counseling. As a Consultant for Resource Management Services, Inc., Bev has spearheaded collection and recovery best practices reviews for many top credit grantors. Her articles on dialer operations, agency management and bankruptcy best practices have been widely publicized.
She is well known and regarded as a specialty expert in the areas of: Repossession, Bankruptcy, Estate, Litigation, as well as Pre- and Post- Charge-off. Prior to joining Resource Management Services, Inc. in 1995, Bev managed the Recovery Department for AT&T Universal Card Services where she developed the bankruptcy, probate, internal and litigation processes.
She is the author of “Recovery Management: Collecting the Uncollectible Account.
