At Balboa Digital, our mission is to provide reliable, high-performing team members to support our clients in the debt resolution industry. Our dedicated agents help ensure a seamless experience for consumers by handling key functions such as lead qualification and welcome calls. Today, we take a closer look at the experiences of two outstanding agents, Femme and Marianne, who play a vital role in these processes.
Lead Qualification and Transfer with Femme
Femme has been with Balboa Digital for over two years and recently earned a promotion to subject matter expert. Despite her new role, she continues to take calls, demonstrating her commitment to helping clients from the very first interaction.
A Typical Day: Femme’s day starts with a cup of coffee, setting the tone for a busy day ahead. She handles hundreds of calls daily, categorizing prospects who have shown interest in our services. The primary goal of lead qualification is to determine the likelihood that a lead will convert into a long-term customer. This involves verifying the accuracy and validity of lead information and asking three to four qualifying questions.
Key Skills: Femme emphasizes the importance of being articulate, adaptable, and an active listener. These skills help her convey information clearly and concisely, ensuring that leads understand the process and feel comfortable staying on the line until they are qualified and transferred to our partners.
Challenges and Rewards: One of the challenges Femme faces is dealing with the mental health issues that many clients experience due to debt. However, she finds fulfillment in making a positive impact by helping clients get one step closer to being debt-free. Femme also enjoys the continuous learning process and the supportive environment at Balboa Digital, which fosters open communication and personal growth.
Welcome Calls with Marianne
Marianne, a welcome call agent at Balboa Digital, interacts with newly enrolled clients, providing them with a detailed overview of the program and answering any outstanding questions.
A Typical Day: Marianne’s day involves making outbound calls to newly enrolled clients, ensuring they have accurate expectations and understand the details of the program. She follows a scripted call to cover important points such as the length of the program, enrolled creditors, settlement timing, and handling creditor calls.
Key Skills: Marianne highlights the importance of delivering the script confidently and maintaining a good tone of voice to build rapport with clients. Empathy, patience, and effective communication are crucial in addressing clients’ concerns and objections, especially when they consider canceling the program.
Challenges and Rewards: One common challenge Marianne faces is dealing with clients who want to cancel their enrollment. To address this, she ensures that clients are well informed about the program and its benefits. Marianne finds joy in hearing clients express their gratitude and hope for resolving their debt situation. She values the continuous learning opportunities at Balboa Digital and aspires to take on more significant leadership roles in the future.
The Balboa Digital Difference
What sets Balboa Digital apart is our supportive and innovative environment. Our agents, like Femme and Marianne, thrive in a setting that values continuous learning and personal growth. We carefully select and train our team members to ensure they are equipped with the skills needed to provide high-quality service to our clients.
Industry Insights:
- In 2022, more than 1.2 million debt accounts were settled in the U.S., with principal balances totaling $5.6 billion.
- The market size of the U.S. debt relief services industry was $23.1 billion in 2023.
- It takes an average of 14.3 months to settle a debt account.
For those considering our services, rest assured that our professional and knowledgeable team is here to provide the staffing support you need to grow your business. At Balboa Digital, we specialize in supplying skilled agents who seamlessly integrate with your operations, ensuring efficiency and success—one call at a time.
