Questions to Guide a Pre-Collections Strategy
• How early does outreach begin, and what triggers it? • Are currently enrolled and separated students approached differently? • How many contact attempts can the institution sustain across phone and email? • What information, options and institutional connections should outreach provide to help students take the next step? • What reasons for nonpayment are being captured and reported? • How will the institution decide when an account should move to collections? Extending Institutional Reach Inceptia’s Institutional Balance Outreach helps colleges and universities create the sustained human connection that pre-collections requires. Outreach is tailored for currently enrolled and separated students and may continue for up to 16 weeks through phone and school-branded email communication. Knowledgeable counselors help students understand the need to act, listen for the barrier behind the balance and provide a warm connection to the institution when the student is ready to resolve the account. Reporting gives institutional teams visibility into outreach attempts, contacts and student feedback. The purpose is not to replace the institution’s team or its collections process. It is to add capacity at the point where a timely conversation can still preserve the student relationship and support a path forward while protecting revenue.
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