The benefits of replacing manual handoffs with automated reporting.
Bridgeforce Managing Partner, Michelle Macartney
Michelle Macartney breaks down how manual handoffs in a credit reporting dispute process can cause dispute resolution “traffic jams”.
Opposite to using an automated software that can quickly identify, solve, and notify disputes, manual handoffs depend on a group of people. It only takes the lack of ability from one agent to cause the process to get “jammed.” Cutting down on manual handoffs/human intervention will speed up the entire process for dispute management teams, generate efficiency and create traceability for the regulators.
Michelle recommends a two part solution to avoiding “traffic jams” created by manual handoffs:
- Set up queues for different areas of expertise. This way, a skilled agent is targeted to their skill-set, should a specific case require their expertise.
- Automate workflow review processes so that disputes are managed more efficiently, resolutions are traceable and skill agents focused on the right dispute resolution.
