By John K. Rossman
This article was originally published on December 11, 2024, in InsideARM:
The recent high-profile killing of an insurance company executive in Manhattan highlights the critical need for all customer service companies to prioritize threat assessment and employee safety. In the financial services industry, consumers may, on occasion, become emotionally charged in interactions with collection agencies. Implementing robust policies and procedures to assess and mitigate threats is essential. This article outlines actionable steps and best practices the leading collection agencies across the country use to protect their employees and mitigate risks from external threats.
1. Establish a Threat Assessment Team
A dedicated threat assessment team can proactively identify and address potential risks specific to your company, its employees and its business practices. This team should include members from management, security personnel, HR and also customer-facing employees. Their role includes:
Create and communicate to all employees a threat review and escalation policy.
Identify circumstances and customer language that requires threat review and escalation analysis.
Provide ongoing monitoring and resolution of threats.
Identify patterns or circumstances within your business that are more likely to result in a risk situation.
Conducting post-incident evaluations to improve safety protocols.
Collaborating with law enforcement when necessary.
2. Implement Employee Training Programs
Employees are the first line of defense. Regular training should be provided to help them:
Identify signs of escalating customer anger, frustration or otherwise dangerous circumstances.
De-escalate tense conversations using communication techniques.
Recognize and report suspicious behavior or threats immediately.
3. Develop a Clear Threat Reporting System
A straightforward reporting system ensures that employees can report threats with confidence that the company response will be prompt and complete. A robust system should include:
A dedicated employee or team for receiving and reviewing threats in real time.
Clearly documented procedures to log, report and resolve all threat incidents.
Immediate escalation protocols for high-risk threats.
4. Use Customer Risk Profiling
Using analytics and related data, collection agencies can identify high-risk customers. Red flags include:
Customers with a history of threats or aggressive behavior.
Patterns of abusive language in calls or correspondence.
Any explicit threats made toward employees or the organization.
5. Strengthen Physical Security Measures
Protecting employees from external threats requires tangible physical security improvements:
Install secure entry systems such as keycard access or biometric scanners.
Use surveillance cameras and panic buttons in the office.
Employ security personnel to oversee access control, assess security circumstances and respond to incidents.
Consider professional dedicated security for owners and executives.
6. Leverage Technology for Safer Interactions
Call Monitoring: Real-time call monitoring and recording can identify aggressive behavior early.
AI-Powered Alerts: Implement AI systems to flag keywords, phrases or even vocal inflections that indicate a potential threat.
7. Collaborate with Law Enforcement
Establishing a relationship with local law enforcement ensures quick responses in emergencies. Regularly sharing updates about threats or incidents can help authorities better understand potential risks.
8. Review and Update Policies Regularly
Threats evolve and so must the policies to address them. Conduct annual reviews of safety protocols and incorporate lessons learned from incidents. Solicit employee feedback to identify gaps and improve measures.
Conclusion
By proactively assessing risks and implementing comprehensive policies, collection agencies can create a safer work environment. A well-prepared collection agency is better equipped to protect its most valuable assets—its employees—while maintaining professional standards in challenging situations
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