How to say? Voice analytics of debt collection strategies

Abstract

Since limit attention has been paid on debt collection calls and collectors' voice metrics, this study explores how collectors' voice metrics influence borrowers' delinquent behavior in debt collection calls. Results of survival analysis show that collectors' voice with higher pitch, higher speed, lower loudness, and lower entropy of energy prolongs borrowers' delinquent time. Mediation analysis indicates that borrowers' voice energy and call duration mediate the effects of collectors' voice metrics on delinquent time. Additional analysis on heterogeneity suggests that short‐term and long‐term repayment borrowers respond to collectors' voice metrics differently.

Paying Lip Service?

“…These findings support the conclusions of prior studies by Ben David and Icht (2016) and by Anand and Bottalico (2021) that recommend vocal training for CSRs to sustain their vocal properties over time, as changes in their voices and professional performance are evident over the workday. Additionally, the findings support the need for vocal CSR training to facilitate leadership among CSRs and to prevent burnout, as discussed by Luria, Gal, and Yagil (2015) and by Huang et al (2022). Other adjustments (such as voice fundamental pitch) can be applied via voice-manipulation software applications (of course, after considering ethics implications).…”