Research Data

Two studies conducted by Backman et al on EI and debt collection hypothesised that working with EI would enable account officers to achieve greater success in collection of debt. This included being able to obtain a greater percentage of 'cash goal' per month from collecting debts and the ability of debt collectors not to be 'hijacked' by such scenarios as 'over identification' with helpless customers or hopeless situations, aggressive customers, or those that could seduce collectors through sweet talking or persuasiveness. Results of these studies indicate that well-developed EI plays a vital role in successful collections with those scoring higher in EI achieving greater cash goals from their collections. Their 'best practices' group scored higher than the 'less successful group' on all four EQ scales tested e.g. intrapersonal, interpersonal, adaptability, stress management and general mood.