Deliverability
The Most Important Metric You’re Not Measuring
If a tree falls in the forest and no one is around, does it make a sound? If you try to reach out to a customer behind on their payments and your message never reaches them, the likelihood that they will engage and enter repayment isn’t very high
Especially when you consider the most common reason for missing a payment is because delinquent customers simply forget to pay their bill.
And traditional methods of reaching consumers, like outbound calling, have proven to no longer be effective…
If you call a delinquent customer, will they answer the phone? Probably not…
94% of unidentified calls go unanswered
That's why
Digital-First Engagement
is the ideal way to engage with past-due customers.
Digital-First Engagement works:
- Can increase resolution rates by 25%
- Boost customer engagement by 25%
- 59.5% of consumers prefer email as their first choice for communication
- Contacting first through a customer’s preferred channel can lead to a more than 10% increase in payments
- Digital-first customers contacted digitally make 12% more payments than those contacted via traditional channels
- Where digital offered, more than 96% resolve debts without human interaction
But simply adding email to your collections communication mix isn’t enough
If you email a delinquent customer, will it actually reach them? Well, that all depends on…
Email Delivery Rate
Email Delivery Rate refers to the successful transmission of an email from the sender to the recipient’s mail server. It is the measurement of emails delivered divided by the number of emails sent. Bounces (when an email gets rejected by the mail server for any reason) and failures will impact this number.
Did the email you sent actually make it to the recipient?
If your email gets caught in spam, how much will a good delivery rate help? That’s why you should also measure…
Deliverability
Successful email delivery, aka your email was accepted by the recipient’s mail server, doesn’t mean that it actually makes it into their inbox. Deliverability, or inboxing rate, divides how many emails reach the recipient’s inbox, as opposed to their spam folder, by the total number of emails sent. Your deliverability is influenced by a variety of fluctuating factors.
Did the email you sent actually make it to the inbox—or did it get caught in spam?
Now let's talk about email delivery rates and deliverability in debt collection...
Six Key Questions to Ask Your Debt Collection Provider
And how TrueAccord measures up...
- How long have they used email as a form of consumer engagement in debt collection?
From the very start back in 2013, TrueAccord’s approach to consumer engagement has been digital-first and continues to grow into a robust omnichannel operation.
- What is their primary method of consumer engagement in debt collection?
TrueAccord is a digital first, omnichannel debt collection agency—and has been a leader in digital consumer engagement.
- What is their email delivery rate?
TrueAccord has a 99% email delivery rate, compared to the average email delivery rate of approximately 90%.
- What is their deliverability rate?
TrueAccord has a 95% deliverability rate, compared to the worldwide average of 84.8%.
- Do they measure open rates and/or click rates?
TrueAccord has a total open rate of 52% and a total click rate of 13.7%, compared to the average industry total open rate of 34.5% and click rate of 1.3%.
- How do they make adjustments when delivery and/or deliverability rates fluctuate?
TrueAccord’s dedicated Email Operations and Deliverability Team proactively monitor and make adjustments, along with using our patented machine learning engine, HeartBeat.