We cut roll rate 8% last quarter by tightening our first-30-days playbook: 8:30–10:30 call blocks, day-5 SMS, and a day-12 manager escalation, but I’m still seeing slippage when accounts transfer between collectors. How are you structuring ownership handoffs and coaching so promises don’t die in the gap?
What finally stopped our gaps was a “no-transfer without a receipt” rule: the sender fires an intro SMS that names the new collector and restates the promise/date, and we only reassign once the customer replies YES; if there’s no reply in 2 hours it auto-reverts to the original owner. @cjones24 your lock helps, but the customer ack was the missing piece for us — have you tried it?
This drove me nuts too; we fixed it with a 2-minute three-way ‘bridge call’: collector A loops in collector B and the customer, restates the promise, and books the next callback right then during your 8:30–10:30 block. To keep pressure, we credit ‘kept-promise rate’ for the next 7 days to both collectors; if volume spikes, the lighter fallback is a calendar link via SMS the borrower taps to confirm. @cjones24, have you tried a bridge handoff alongside your transfer rules, or does your dialer make three-way messy?