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Podcast: How to Lend Money to Strangers
Episode: Risk-based collections in the time of COVID-19, with Terry Franklin (Qualco)
Description: For a long time, collections teams tended to look a bit like government departments, where customers are assumed to have no alternative but to put up with the process they’re given. And not necessarily by choice. Fifteen years ago I was rolling out a collections training program for a bank in Africa, and we were speaking about the incredible role the function could play in relationship building even then, but the sad fact is that regardless of good intentions, investment often ran out before the collections department got to cash its cheques.In today’s episode of H...