Problems with hiring quality staff? This works like crazy!

As a consultant I have my finger on the pulse of the debt collection industry but even a layman can see that hiring staff is the biggest hurdle in the US today. The $12-$15 hourly employee in the US is a difficult group to hire and train. First they really don’t want an entry level job and they feel they already know everything so training is tough.

Many of my clients come to me to solve this issue and I tell them It’s a social issue not a business issue. I can’t fix the world, I can’t fix the way these employees grew up, but I can fix the problem.

Yes I can fix it by inserting a different culture of staff. Now your wondering where in the United States I will find a different culture than what seems to exist in every City and State in the US. Well the new dilute is not in the US it’s in Jamaica. These employees have none of the same sense of entitlement of the US staff. The staff in Jamaica are happy to have a job and want to be trained.

Lets back up some now. Call Centres are the second largest industry on the island of Jamaica. Vistiprint, Xerox, Fingerhut, AT&T, Verizon, Direct TV and hundreds more have call centres here. Why you ask, great labor rates, great staff and English speaking. Honestly its the ROI. So the idea of a call centre here is not a new idea and the staff have been working different campaigns for decades.

So how do you take advantage of this labor pool without having to figure out the new culture and a new country to do business in? Lighthouse Consulting Jamaica can provide a turn key solution to you as cheap as $10 hourly including labor, technology and support. Yes for just $10 hourly you can get;

An employee

Computer station

Hi speed Internet connection

Cubicle

Chair

IT support

HR support

So thats an all in cost of just $1600 a month per seat. So that collector has to collect just $1600 in fee to break even. I bet your number in the US is 3X to that number or closer to $5000.

All this and the staff are really more trainable and more willing to work. This is how you solve your staffing problems.

Now your saying “but my clients won’t let me outsource to another country”. Well its not outsourcing the way I help you set this up its your office, you own it. Lighthouse is just your landlord, IT and HR support. The office is in your name, Ill show you how to set up everything you need to open your satellite office in Montego Bay or Kingston, Jamaica.

Call Phillip W. Duff now for more info at 305-853-8773.

My Life in Jamaica Continues

Well its been another month in paradise and here is what is going on with Lighthouse Consulting Jamaica and Phillip Duff its CEO. It was a wet week in May on the island which lead to heavy flooding. Most of the interior of the island received hurricane volumes of rain for a 4-5 day period causing many roads to be washed away and lots of flooding. Montego Bay and Kingston were the least effected areas. There was no hurricane it was just a tropical storm with lots of rain.

Following the biggest day of rain in which the entire island was getting inches an hour my internet and TV went out at my residence. The company that I and most of the island get service from is FLOW, think of them as Comcast. I have learned patience from the island already so I waited a couple of hours for service to get restored and then called FLOW to find out what might be the problem. I got the following message;

“Due to heavy rains the Montego Bay area Flow’s service has been interrupted. We apologize for the inconvenience, Also due the inclimate weather in the area many of our service reps were unable to make it to work today so unless your need is a life and death situation please call back at another time.”

Life or death? Internet and TV service that is life or death? HUMMMMMM. Well my service was restored later that night but that was an interesting message.

So the last week of May has been challenging as I had 1 new collection agency client in Kingston training 24 collectors to work on their system and at the same time had 5 guys in Montego Bay as prospects. The two cities are a 2.5 hour drive apart. Thank God I have a strong partner and team, Karl my partner was able work with the new client in Kingston while I entertained the prospects in Mo Bay. Both of us did make the trip back an forth to see the other but it went very well over all.

I was able to experience a new thing on the island by flying to Kingston and back to see the new client. The experience was a great one and this will be a common travel method for me. The flight was on a 24+/_ seat Inter-Carribean Airlines Turbo Prop plane that made the trip in 22 minutes a great improvement. It allowed me to meet with the new client and have lunch before I headed back to Mo Bay to sleep in my own bed that same night. The trip was easy and I will repeat it many times in the future.

While the new client training was happening in Kingston I had 5 executives from a large collection agency in the US at Half Moon the most wonderful resort on the planet in my opinion. Half Moon in Montego Bay has hosted every US President since the 50’s and every British Prime Minister as well. Jackie Kennedy wrote her will at Half Moon on Half Moon stationary. There are images of many famous people in the lobby such as Richard Branson, Prince Harry, Prince George, Usain Bolt and many more.

The prospects fell in love with the island and were ready to do bussiness here even before we went and visited the call center in Mo Bay. I know the CEO of this company very well and told him the 5 day visit “would change his life” and it did. He found a way to turn off the cell phone and relax in the private villa with a pool and a maid and butler. He also clearly saw the opportunity of doing business here. The great English language skills, their understanding of the US culture, the low cost of start up, the overall ROI, the reduced cost and the ability to have staff that want to work. He signed on the bottom line to start with 88 agents, 🙂

As this business is growing at a pace faster than Usain Bolt I have had to completely give up my US residence and be on the island 100% of the time. I have 10 new prospects a month and 5 of them are signing contracts so I have to be here to make my clients and myself successful.

If your reading this blog your interested in either just want is happening or being part of it, let me suggest you come to Jamaica and let me show you what you can do here. Let me show you just how easy I can set you up to have your own office collecting your debt in Jamaica at half the cost your paying now. “Come to Jamaica, you’ll do business in Jamaica.”

Lighthouse Consulting Goes International

PRESS RELEASE June 1, 2017

Phillip W. Duff, President and Chief Executive Officer of Lighthouse Consulting, is pleased to announce the appointment of Karl Graham as Vice President of Caribbean Operations.

Mr. Graham has a long history of Call Center success in the United States and the Caribbean having worked in executive positions for major US Fortune 500 companies and also working in Jamaica for the last 10 years as Vice President to the Caribbean’s largest call center.

Mr. Graham will be tasked with managing call centers and creating partner relationships for the clients of Lighthouse Consulting. Mr. Phillip W. Duff the CEO of Lighthouse Consulting stated “As our clients are more and more using the options provided by Lighthouse Consulting we saw the need for quality management and I was able to convince Karl to come on board.”

Mr. Graham stated “The offer from Mr. Duff to help Lighthouse Consulting manage their seats in Jamaica and the rest of the Caribbean was one I did not have to consider very long. This is a great opportunity for me, Lighthouse Consulting, their clients and all the Caribbean people we will bring quality jobs to.”

Lighthouse Consulting would like to announce the opening of its new International offices in Jamaica, West Indies. In an effort to meet its client’s needs, Lighthouse has opened offices that will handle all Caribbean operations and allow Lighthouse to better serve its International clients. Business offices in both Kingston and Montego Bay, Jamaica have been recently opened. Lighthouse Consulting is helping International companies to reduce labor rates and increase levels liquidation. The initial interest has been from ARM companies, debt buyers and creditors but Lighthouse Consulting is also servicing first party clients.

Lighthouse Consulting provides near shore consulting and seat management for its clients looking for reduced labor costs. By managing the island labor as a value added service for its clients the ROI stays high and the clients stay satisfied. As profits get squeezed in the US near shore labor becomes a better option for many businesses but managing the process is a learning curve straightened by Lighthouse Consulting and it’s near shore operations.

Listen long enough and you will hear a solution

Owners and managers of Collection agencies are just like the collectors that work for them and in most cases they got it honestly. They just don’t listen. When I do collector training 50% of the training is listening skills I teach the collector to listen long enough to get some offer of payment. Owners and managers who probably started as debt collectors have similar issues regarding improvements to the collection process.

As a consultant I am constantly sending emails like this or writing blogs that provide Solutions or at least hint at the solutions to today’s problems in the ARM industry. But just like the collector that doesn’t listen long enough to get a commitment of payment which will start the negotiation process the owners think they already have all the answers and turn their minds off two other solutions. When I started consulting 15 years ago I worried that finding better solutions would be difficult I quickly learned that what is difficult is getting the persons by-in to a new process. Most people do not like change and therefore just ignore improvements.

The face of the debt collection industry it Is changing and becoming much more electronic. As this change occurs everyone in the industry must embrace those changes and be willing to make the proper improvements. As we move to a self cure collection strategy how we use our live agents becomes even more important. More and more consumers will choose to self cure as the electronic options become more consumer friendly and available. Self cure liquidation rates will only be driven by the strategies used to drive consumers to that website or IVR. Once the consumer is logged in to your payment portal only the strength of your portal Will collect the bill.

The biggest gains in liquidation rates Will be driven by the inbound and outbound call strategies. As the self cure options reduce the number of inbound and outbound calls the quality of those calls becomes more important exponentially. Owners need to listen to experts like myself who are able to provide solutions that can blend self cure with call strategies that maximize both the timing of the contact, the type of contact and the strategy behind that contact method.

Emails, Texting, IVR’s, Manual calls, Letters, Payment sites and inbound calls all need to be blended not only for a effectiveness but also for compliance. As we move to a multichannel collection process including all of the methods listed above we will need to track Communications not only for compliance, Best practices and the results we will also need to understand what drove the consumer to pay. Was it the letter that drove them to the payment site, or was it the message they heard while on hold at your call center? We need to be able to track all of those consumer interactions to be able to create best practices.

If you ever heard what I am saying and you are ready to hear more I would love to talk to you. Please call me at 904-687-1687 to discuss.

Phillip W. Duff

CEO Lighthouse Consulting

Do you want to control your companies online reputation on all the top consumer review/complaint websites?

Lighthouse Consulting aggregates your good and bad consumer reviews from over 100 websites like Facebook, BBB, Twitter, Pissed Consumer and Google so your company can easily monitor what your customers are saying about you — in real-time!

You can hear every word stated about your business on Social media. Lighthouse Reputation Beacon is a service that automatically sends a review request to your company or the CEO’s cell phone, scoring new reviews for your business directly on Google and Facebook.

Lighthouse Reputation Beacon aggregates your reviews from top review sites. See what consumers are saying about your agency or law firm, in real-time.

With Lighthouse Reputation Beacon, your business can manage negative reviews with easy-to-use tools to address customer feedback quickly.  Your companies great reviews are collected from major sites are indexed by search engines for higher search ranking

Your positive reviews are auto-published to Facebook, Twitter, website, custom review site and 50+ consumer site.

You can generate a steady flow of positive reviews from your happy customers, via mobile, check-in, SMS & email campaign. And all the aggravated reviews are sent to you in real time so you can take action immediately.

With the Lighthouse Reputation Beacon, your business is found by search engines — accurately and up-to-date — across all the major consumer sites.

Lighthouse Reputation Beacon will generate and download ROI reports showing growth in reviews, ratings, traffic and ROI to support business decisions.

This service is very affordable, to learn more call Phillip W. Duff at 904-687-1687 X 101.

Is Your Payment Website going To Penalized By Google?

Google wants the web to be traveling over a secure channel. That’s why in the future your Chrome browser will flag unencrypted websites as insecure, displaying a red “x” over a padlock in the URL bar. If your payment site is not secure your site can be labeled as non-secure by Google and this could stop your revenue stream.

Lighthouse Consulting provides marketing services to many companies in the ARM industry and we have many programs to make sure your technology is advanced and able to handle todays consumer actions with ease and securely. This is why we felt it important to notify the rest of the industry as we now most of you have no idea of these types of changes till they have been impacted by the changes.

With this upcoming change in Chrome, Google makes it clear that the web of the future should all be encrypted, and all sites should be served over HTTPS, which is essentially a secure layer on top of the usual HTTP web protocol.

Starting in January with Chrome 56, password or credit card form fields on non-encrypted sites will be labeled “not secure.”

In following releases, those warnings will be extended by labeling HTTP pages as “not secure” in Incognito mode, where users may have higher expectations of privacy.

Eventually, all HTTP pages will be labeled non-secure, and the HTTP security indicator will change to the red triangle/exclamation mark that Google uses for broken HTTPS.

If your current website host or marketing team needs a professional edition then call Lighthouse Consulting today and ask for Phillip W.Duff at 904-687-1687 X 101.

Hey Phillip, How do I become successful in the collections field? This was a recent question posed to me recently.

Years ago that was easy for me  to answer and hard to do, now its hard to answer and even harder to do. But there is a clear path to success in 2017 in the debt collection industry its just a big wide, steep road with lots of pot holes that can swallow your whole company so pick the correct lane and do not just follow the car in front of you.

So as a consultant to the ARM industry people ask me often why I do not open my own collection practice and the simple answer is people. Managing people is the biggest problem of every client I have ever had with more than 2 people. But I do believe I have the blueprint to  be successful in 2017 in the ARM industry as a collection agent.

The first thing imperative to success is the people, second is the technology and lastly is the consumer experience. Yes, the debtors experience dealing with your agency or law firm is very important these days.

The People

The staff in a collection operation are very important even though in most cases they are not highly paid. The staff that are actually talking to the consumers are task with producing all the revenue in the old collection strategy. A company of 20 had 12 collectors who had to generate all the revenue to pay the 20 staff, overhead, vendors and the owners profits.

In a newer strategy the collection staff are still burdened with producing most of the revenue but now there is a silent collector who ask for no wages, the payment website. (More about this in Technology)

The collection staff are also task with compliance which is a big task these days one that technology can help immensely. But the support staff are very important in the new and old strategies as every dollar spent by the support staff must be recovered 5 fold by the collection staff and technology.

The biggest problem I see with companies is a lack of training and development programs by the company. The second biggest problem is a person with a golden umbrella within the organization. This can fall into two categories 1) the person is a relative, friend or some connection that the owner refuses see all the faults in and even when confronted with the damage they create still refuses to even discipline the person, much less fire them. 2) Or is a person who is making much too much money due to the length of service to the company. This is stopping the company from hiring 3 new hires, or buying new technology, or just making money.

All the above equal people problems.

The Technology

This is now the new compliance officer and the silent non commissioned collector. If you have a modern software package you should be using it to create compliance by only showing accounts to staff when it is proper to call them, to count contacts, limit letters, to create automation of many tasks and much more. Technology from collection software to your IVR all all now very important to the multichannel collection strategy required in todays electronic world.

You must be sending emails, texts, voice mail drops, calling, letters, IVR and pushing the consumer to self cure at your payment site with every channel. So technology becomes the 24/7 collector as the pay site gathers revenue at Midnight and beyond.

The Consumer Experience

This is a part of the business that is overlooked or over focused in recent years. This includes both the clients experience and the debtors experience dealing with you. As you see from the technology section we are trying to drive that consumer to self cure at our payment site so that consumer experience is very important. You must build a comprehensive pay site that is easy to authenticate for the consumer and then easy to navigate to payment, usually a <6 click navigation.

Also the tone and look of the letters, pay site, voice mails, callers, company website and emails have to create a positive consumer experience.

If you can get the right people, working the right technology and creating the right consumer experience you will succeed in the ARM industry, if you need a guide please call me.

Which star from “Gold Rush” best describes your management style, Parker Schnabel, Tony Beets or Todd Hoffman?

beets

Is it like a Hurricane?

Tony Beets was described as a hurricane manager by his son in the show Gold Rush on the Discovery channel in a recent episode. So what is a hurricane manager? Its a manager that likes to arrive unannounced and immediately begin to question everything that has happened that was not his or her decision. They tend to be loud, look or dress in a manner that is unconventional.

Tony’s son stated that all you can do to weather a hurricane is duck and wait till the high winds subside or it moves on to reap havoc on another location. You try not to get blown away by the storm.

So how do you deal with a hurricane manager? Well from experience I can tell you what happens is the team become a team against the manager not a team with them. The team feels they all have one thing in common, the hurricane as it hits everyone without prejudice so they tend to band together. This is probably how unions got formed.

The staff work well together when the hurricane manager is not present as they have formed a strong alliance and work as a team well. In the long run the hurricane has created the team so the system works but it is all filled with stress.

The largest issue with the hurricane is that all the good things the hurricane blows over and sees improvements in are overshadowed by the team as they huddle together in the corner while the water rises and the wind increases. In many cases the hurricane is very smart and sees the solutions easily but the delivery is so bad the point never gets properly delivered.

If you are a hurricane manager try to reduce the damage by becoming a tropical storm instead, the damage is much less and the staff are much less scared. The best way to do this is to just stop and listen to the staff.

todd_hoffman_gold_rush

Is it based on faith in the leader?

Todd Hoffman’s crew is called 316 Mining because they share a faith in God. Todd’s management style would also be best described as faith based. The 316 crew seem to have many issues just like all the other crews featured on Gold Rush but they do have one clear direction and that is to get gold and they have faith that they will find the gold. They have faith that God is really leading them to the gold not Todd Hoffman, not that they believe he is hearing words directly from God, just that God is in charge of everything and it will all work out if they keep the faith and be good followers.

So when the team disagrees with Todd they tend to be less likely to revolt as they have faith. They have faith that Todd is the leader for a reason not known to them but their faith leads them to follow the leader.

Faith is about followers and a team that follows the leader is great until the leader gets in over his or her head or leads the group off the path. This makes for a great team as long as the leader is truly a leader and can lead without the help of his crew. But most leaders are truly great because they have a great team of advisors.Like a President that has a group of advisors the best leaders also use this method to lead.

A leader like this will be very successful because he or she has a great team that will follow them anywhere.

parker

Is it a bit risky?

Parker Schnabel is very well liked by his crew and the watchers of the TV show Gold Rush. He has a likable personality that is laced with a high level of risk taking, something inherent to the idea of gold mining and with his young age. His management style follows that same flow as he is constantly trying a new machine or a new piece of ground believing that each will be better than the last.

Parker leads by example he will do any job on the gold mine and in fact prefers to do it himself it possible. He has almost driven equipment off a cliff and had many close encounters as he pushes the limits of the ground, his crew and his equipment. But his crew want to follow him because he is so hands on as a manger. The crew just follow his lead to push the equipment, ground and themselves to the breaking point all to make Parker proud of them.

This is a great management strategy as long as you don’t actually fall off a cliff. The team is one that needs little direction to get motivated they just need to follow the leader. The issue is when the leader is absent the team is lacking that level of motivation to make the leader happy.

Lighthouse Consulting Provides An Advertising Opportunity

Lighthouse Consulting does marketing for many vendors and providers in the ARM space. We create websites, web marketing, content creation, ghost writing for things like blogs, social media management, remarketing, set up sales campaigns and much more.

If you are interested in getting your product in front of the decision makers then we are your platform for blast emails as Lighthouse has a loyal newsletter following that sends to well over 15K emails.

Lighthouse is offering ad space in it’s newsletter if you are interested in any of these services please contact Phillip W. Duff at phil@lighthouseconsultinginc.com or at 904-687-1687 X101

Jamacian Call Center News

One of the services provided by Lighthouse Consulting is near shore call center management, consulting and agency set up, particularly on the island of Jamaica. So in order to better educate my US call center operators I will start providing information about call centers that are involved in debt collection, debt settlement or other ARM services in Jamaica.

an overturned boat on the beach in the Caribbean. Boat is painted "Rasta" colors.

an overturned boat on the beach in the Caribbean. Boat is painted “Rasta” colors.

Let’s start by giving you some information. Jamaica is a major call center destination receiving and making calls around the world to English-speaking countries. Call centers handle everything from Pizza delivery orders in Montréal, Medicaid healthcare products sales, Cable TV sales, debt collection and many other projects. There are tens of thousands of trained call center workers in Montego Bay and Kingston. Vistaprint has they’re only worldwide call center in Montego Bay and is one of the major employers of the city. Delta, Fingerhut, American Airlines, Insurance companies and many more all use call centers on the island.

I first came to the island as an auditor for collection accounts that were placed in there with Alliance One in 2000. So as you can see the island has a long history of debt collection. In future articles I will provide information on some of the call centers that currently exist on the island and how they may Bring value to your debt collection operation. With the average wages for a trained bill collector in Jamaica equaling half that of the US and similar results, the ROI is easy to caculate.

Reasons to use a Call Center in Jamaica

English is the primary language 

Accents are mild and pleasant

Jamaica is a call center hub

Favorable wages 

ROI is high VS USA staff

Close to manage (1 hour flight from Miami, 2 hour flight from D.C.)

Work lower unit yield accounts at a profit

Data entry and admin functions

Insurance reps

Transfer agents

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