Debt Recovery

Outsourcing your overdue accounts receivable to a Collections Agency will save you time and energy and help you recover a significant chunk your customer owes.

Transferring your overdue receivables will also reduce your stress and make you more legally compliant with all the state and federal debt collection laws and significantly lower your chances of getting sued back by your debtor. Here are all the benefits of involving a collection agency versus having your in-house staff deal with past-due accounts.

Need a Collection Agency? Contact us to recover your unpaid bills

• These two-letter words “Collection Agency” have a similar impact on debtors, like when you are speeding and you see a “Cop“. You suddenly slow down and start following all the rules. When a debtor understands that unpaid bills are being handled by a collection agency, the probability of getting paid suddenly increases.
• You cannot handle debtors’ excuses well enough, but Collection Agencies deal with all sorts of excuses all day long. Here is the list of the most common debtor excuses.
• You do not have a subscription to the expensive services used by Collection Agencies that assist in recovering money from accounts receivable. For example, they Skip Trace every debtor to find his latest address or to know if he is bankrupt.
• Focus on your critical growth activities rather than collection activities. I guarantee that no one in your company likes to follow up again and again with debtors who are late on payments.
• Collection agencies are experts in recovering money, your in-house staff is not. Outsourcing accounts receivable to a good collection agency will maximize the chances of recovery and improve your cash flow.
• Are you trying to collect money from a debtor with a history of filing lawsuits? Collection agencies perform a “Litigious Debtor” check to minimize the litigation risk.
• Save money on labor costs because you can never beat the invoicing cost of a collection agency, which is roughly $15 for 5 diplomatically crafted yet firmly written collection letters. They include various scrubs and tons of other checks.
• If you prefer using only the contingency-based “Collector Calls” service, go for it. You do not need to spend a penny from your pocket. If the collection agency recovers money, they only get to keep a smaller portion of the amount recovered.
• The faster you transmit your accounts receivable to a collection agency, the higher the chances are of recovering money. The chances of collecting money from a 90-day old debt are way higher versus waiting for nine months and then transferring.
• There are many federal and state laws on collecting money from debtors, and failing to follow those can be risky and costly. Collection agencies train their staff regularly on these rules and regulations.
• Collection agencies can accept payments online, and in many other forms, lot more ways than your office can accept money. They can also negotiate with the debtor to pay in installments if required.
• Most collection agencies are so confident of their service that they will offer a written guarantee for their Letters Service, else they refund most of your money back.
• Agencies can report unpaid accounts to credit reporting agencies like Equifax, Transunion and Experian.
• Collection agencies have staff performing collection activities in both English and Spanish. Can your own staff do that?
• They can also file a legal suit to collect money from the hardest accounts while you remain stress-free.
• Collection agencies sometimes check the credit history report to verify the creditworthiness of your debtor to determine if they will pay soon enough or not.
• Maybe you haven’t tried outsourcing accounts receivable yet, or your collection agency is not up to the mark. Contact us, and you will be connected with a collection agency with low contingency rates and recovery rates far above the industry average at no cost to you.
• Your in-house staff must be frustrated by making reminder calls and repeatedly sending invoices. Outsourcing accounts receivable to an external collection agency will allow them to focus on the core responsibilities of your business.

There is an ever-growing market for outsourcing contact center solutions. Developing an outsourcing strategy into an ARM solution allows enterprises to differentiate themselves, provide a comprehensive customer experience, and reduce costs.

Most companies need to hone their niche products and services, which often means they cannot afford to spread their core competencies thin. Now more than ever, being lean and flexible demands focus on what you do best and outsourcing all the rest.

By definition, outsourcing is the strategic use of outside resources where it does not make financial or functional sense to carry out those activities internally. Outsourcing enables businesses to gain skills and services that are hard to find or develop due to resource constraints. First-party outsourcing provides the client with a seamless extension of internal operations for new or old projects that are too overwhelming to manage.

Uplift Your Brand

Outsourcing is an efficient way to boost a company’s brand and fast-track business goals. It allows companies to create a worldwide platform to launch products and promote the company name without needlessly shelling out hard-earned revenue. By contrast, investing in a trained and certified customer service team communicates to customers that a company is willing to put its best foot forward. The message to customers is “your satisfaction matters.” Companies can choose between making internal resources pull double duty on the phones while other projects are on hold or leveraging staff who have chosen customer service representatives as a vocation. Just imagine who will have a more positive impact. Outsourcing to customer service specialists will have a ripple effect of goodwill that reflects exponentially on the brand’s positive reputation.

Worldwide Talent Pool and Lower Support Costs

Companies gain access to a worldwide talent pool in an overseas outsourcing model. This allows them to expand their language capabilities and add “follow the sun” 24/7 coverage, ensuring the representatives handling inbound and outbound calls are always alert and upbeat. Drawing from global talent sources offers unique perspectives on problem resolution. In addition, offshore staffing costs remain, as always, much lower than similar services delivered by their domestic counterparts. In a global economy where remote monitoring tools and VPN connectivity level the playing field, cost savings are substantial.

More Versatility and Proficiency

Dipping into another talent pool also means access to different skill sets. When an in-house team specializes in specific core competencies, it is not always easy to pivot customer service functions to support a new product or service launch. A BPO team can help organizations drill down their expertise by handling custom campaigns with greater proficiency. It starts with building a comprehensive, ever-evolving knowledgebase or FAQ library, enabling representatives to expand their issue resolution or customer inquiry repertoire. Over time, those inbound and outbound dialogues become more effortless and second nature as representatives reinforce credibility and knowledge with customers. Since they are often the “department of first impressions,” call center representatives can make or break a company’s brand.

Greater Scalability

Organizations that experience fluctuating or seasonal call volumes find it difficult to adequately staff up or down to meet the peaks and valleys in demand. They also find it is costlier to bring on Full Time Employees (FTEs) over the short term. Not only does this approach strain internal resources to recruit, train, and manage those representatives, but call volumes may take a nosedive when new hire productivity ramps up. Outsourcing to a BPO team creates an overflow mechanism when inbound and outbound activities are less steady stream and more Murphy’s Law.

Redundant Tools and Systems

When force majeure becomes a force to be reckoned with, having redundant tools and systems is the ultimate “better safe than sorry” approach. Why settle for one set of telephony, ticketing system, or data center when an outsourcing partner can integrate with and replicate crucial systems, literally flipping a switch in the event of an outage? Outsourced service providers can safeguard intellectual property and ensure the most resilient service possible. BPO platforms and data are typically hosted in hardened, Tier IV data centers, which are good enough to store crucial data for the likes of Google, Intel, and Deloitte. Getting on board with an outsourcing partner that invests tens of millions of dollars in Business Continuity Planning tools and systems means never compromising on IT data security.

Enhanced Competitiveness and Productivity in a Post-COVID-19 Economy

Outsourcing increases the competitiveness and productivity of a company and allows growth over competitors. A budget-friendly, hassle-free, time-efficient and balanced way of increasing productivity is outsourcing. The turnaround time for projects is easily truncated with the help of outsourcing. Leveraging an outsourcing partner enables internal staff to complete their work on time without compromising quality.

Simply put, outsourcing is a way to enhance productivity and efficiency by drilling down on internal functions that have the best ROI and offloading those that do not.

The truth is the post-COVID economy has forced the hand of outsourcing as an ever more valid business strategy. As companies scramble to stay more connected and get more done while being further and further apart, outsourcing has built a case as the new normal for how we should conduct business today. And it is not an option that is likely to go away soon. Despite the social distancing, an outsourcing partnership remains close at hand.

The administrative costs of collecting money increase as time passes, and the likelihood of a patient paying decreases. It is advisable to forward any medical balances over 90 days overdue to a collection agency to recover money on past-due accounts.

Transferring delinquent accounts directly from your AthenaNet Patient Portal to an Athena-approved and recommended collection agency streamlines the collection activity of medical practices. 

In other words, you don’t need to reenter information about your delinquent patients into the collection agency’s portal. Accounts can be transferred automatically from Athenanet to the Collections portal in one click! No account goes to the collection agency without your knowledge. You create your own  transfer preference (also called policy).

Get an almost two times higher recovery rate than your current collection agency. Contact us for a free 10 minutes consultation.

Serving AthenaHealth Practices Nationwide Recover unpaid medical bills: Contact Us $9.75 for five Collection Demands. Contingency fees flat 40%

A 15-minute integration automates the transfer of unpaid medical bills from Athenanet to collections. Using the diplomatic collections approach with patients results in better recovery rates without damaging the doctor-patient relationship.  All debt collectors are located in USA, resulting in 2-3 times higher recovery than you get from your existing agency.

By mentioning that you are a Medical practice, Urgent care center, or Hospital, using the AthenaHealth billing platform qualifies you for really low debt collection fees.

Practices can be assured that the same effort is applied to each account regardless of the balance. Payments are automatically updated daily, and there are no minimum volume requirements. These collection activities seamlessly integrate with your AthenaNet patient portal.  This takes only about 15 minutes to set up.

This also allows you to automate your collection policies. The medical practice remains in control of which accounts get transferred for collections. This includes payment posting, closing out of accounts, pausing collections, marking as paid-in-full, and tracking performance. All information is updated daily on a nightly basis. All payments are posted directly using secure channels and your AthenaNet account.

Practices can be assured of superior collection results while maintaining office efficiency. This automated process will lower your internal costs and free up your in-house staff, who are not professionally trained to perform collection activities.

Only a few prestigious collection agencies have qualified for AthenaHealth’s debt collection standards. Need one?

Contact us today if you want a lower-cost collection agency providing superior recovery rates for AthenaHealth practices. Please mention in the “notes” section that you use AthenaHealth to qualify for a special rate of $9.75 per account.

Features and Cost

– A special price for AthenaHealth practices is only $9.75 per account for the Collection Letters service. Already serving more than 100 AthenaHealth medical practices. Higher volume lowers this price even further.

– Five collection letters are sent every few days in colored print, including a provision to send a “Thank you” letter after the patient pays in full.

– Change of Address, Bankruptcy check and Litigious patient check are performed on all accounts. “Litigious patient scrub” minimizes the chances of lawsuits that a patient can file on medical practices.

– FDCPA, TCPA, GLBA and HIPAA Complaint

– A 24×7 client portal with PCI/SOC cybersecurity standards is additionally available.

– A low contingency cost of no more than 40% is charged for the Collection Calls service.

– Collection activity can be performed in both English and Spanish.

– No setup fee, minimum volume, hidden cost, or contract length.

– Most practices are set up under the Pay-as-used billing scheme.

– Friendly collection practices, state-of-the-art technology and vast healthcare collections experience.

– Licensed, bonded and insured. Collecting money across all 50 states.

Use our “Contact Us“ form and we will have a well-trained professional with several years of experience in setting up AthenaHealth accounts for the Collection Letters and/or Collection Calls service. 

Start using this service today, or switch from your collections provider and see the difference.

We have carefully shortlisted an AthenaHealth-approved collection agency based on its performance, pricing and experience of the management & staff. It already serves over 100 medical practices using AthenaHealth and consistently delivers high recovery rates. After you submit our “Contact us” form, we will promptly connect you with them at no extra cost. 

 

We have carefully shortlisted a handful of collection agencies based on our 20 years of experience in the debt collection industry. Simply fill out our Contact Us form, and we will connect you to a cost-effective Collection Agency with extensive experience in your industry.

How much should a Collection Agency Charge?

• Low-cost Collection Letters service should cost between $10 to $18 per account. This is ideal for debts less than six months old. Your Collection Agency should encourage you to use this service, and even offer a recovery rate guarantee for this step.
• Contingency rates for Collection calls and Legal Suit should be no more than 35% to 45%. These services are ideal for accounts over 180 days past due.
• Your collection agency should offer a 5% discount if your volume is high or if the average balance of your accounts is over $2,500.
• They should have a strong network of nationwide lawyers to file a legal suit if all other recovery efforts fail.

Did you have a bad experience with your current Collection Agency?

Have you ever fallen for a debt collection agency claiming to be the cheapest and best and later found out that

• It was not precisely correct.
• They have simply cut a few essential steps of the standard debt collection procedure to make their pricing cheaper than others. In other words, they sold you an inferior product.
• They offered no customer support after you signed the contract. Were your calls forwarded to a call center located in a foreign country that did not speak good enough English? Weren’t you very concerned that your and your debtor’s sensitive data is being shared and handled by non-American staff? Are these debt collectors handling the data of your debtors securely or not?
• Collection services that were demonstrated turned out to be sub-standard and resulted in lower than average recovery rates.
• Your agency did not do a Change of address, Bankruptcy check, and most importantly, the Litigious-debtor check to protect you from potential counter lawsuits.
• Made you buy too many accounts, products, or services, or they came with a 1 or 2-year expiration date?
• You bought cheap service earlier, just to realize hidden fees were attached.

Oh, let’s not stop here.

For the Collection Calls service, we have heard these taglines

* No Recovery – No Fees ( Read it: We are pushing you for Contingency only collections since our collection agency earns most from it. Did they even offer you the low-cost flat-fee Letters Service.)
* Whatever we collect – You keep half and we keep half ( Read it: Contingency fee is 50%. Too high. Anything over 40% is high.)

You get what you pay for!

No collection agency will give you a super cheap package without removing some crucial steps, cutting corners, outsourcing to a foreign country, providing inferior customer support and leaving you more prone to lawsuits.

What to look for to shortlist a Good Collection Agency?

Go for the collection agency that offers superior services for the optimum cost to get maximum returns for your buck. The difference in cost or commissions charged between an inferior collection agency and a full-service collection agency is not more than 10%, but the results are drastically different. Your super low-cost collection agency search can leave you with an inferior debt recovery service.

Collection Agency should definitely offer these services:

• Offer all three scrubs – Change of address, Bankruptcy check and Litigious customer check.
• Should offer full service of 5 collection letters, nothing less.
• Should not put an expiration date on accounts purchased under the collection letters service.
• You should be able to buy accounts in bulk to avail cheaper pricing.
• Should send collection letters in “Colored Print”, and not in plain Black and White. A colored print is known to grab an immediate debtor’s attention more than a boring B/W print.
• Should have all operations located in the USA and/or handled by USA citizens or residents. This includes Customer support, Debt Collection agents, Software development and Call Centers.
• Should offer credit reporting to agencies like Equifax, Transunion or Experian.
• Should offer collection activities in both English and Spanish.
• Should offer an Online Client Portal where you can submit accounts, stop/pause collection activity on an account, report payments and monitor performance.
• Should have a PCI or a SOC 1 security certificate.
• It should be insured, certified and bonded. It should be licensed to collect in all 50 states of USA.
• Should follow all FDCPA collection laws and regularly screen or train their debt collection staff for it.
• Do background checks of their debt collectors before hiring.

A low-cost collection agency is desirable, but it should not offer inferior services.

Contact us if you are looking for a full-service, well-priced collection agency with experience in your industry.

Utility companies like Propane, Heating oil, and Gas exploration industries are the backbone of the American energy industry. These fuels are used for heating, transportation, cooking, hot water, refrigerants, aerosol propellants, and vehicles. A variety of companies are involved in the production, marketing, storage, fabrication of tanks, distributors and transportation of these fuels.

Propane, Oil and Gas companies often face severe cash flow issues due to a large number of accounts receivable. These past-due receivables can be several unpaid B2B or B2C bills. Recovering money on these delinquent accounts can become extremely tough if adequate measures are not taken on time.

Serving Energy Industry Nationwide Need a Collection Agency? Contact Us Delivering High Recovery Rates

Strong recovery actions are required on accounts that become over 90 days past due. This is where a debt collection agency with extensive experience in the energy sector steps in and cost-effectively recovers maximum money. Collection agencies are experts in recovering from even those hard-to-collect accounts receivable.

The outstanding debts for the Oil, Gas and Propane industries can be B2B and B2C. Therefore it is important to hire a collection agency that performs both consumer and commercial collections.

Propane is widely used in air conditioners, water heaters, drying clothes, lighting, cooking, food refrigeration, and fuelling fireplaces.

Cost of Debt Collections:

Commercial collections are contingency fee-based. The cost varies between 20% to 40% depending on the outstanding amount and age of the debt. In contingency collections, if an agency does not collect, they do not get paid. No recovery-No-Fees.

Consumer collection includes low-cost debt collection demands for an average of $15 per account. For debt collector calls, contingency rates of around 40% apply.

Contingency fees for filing a legal suit cost between 35% and 50%.

A collection agency will advise you on the best and most cost-effective service to recover money. If the account balance is high, lower collection fees can be negotiated.  Your energy and propane collection agency should maximum recovery for an optimum cost.

Contact us if you need a collection agency with experience in recovering money for utility companies like propane, heating oil and gas industries.

 

There are about 5000 collection agencies in USA, and selecting a good collection agency can be a daunting task when each agency claims itself to be the best.

Need a Collection Agency for Your Business? Let us help you to find one. Contact us  A cost-effective third-party collection agency with extensive experience in recovering money for doctors and small businesses while preserving your business terms with your clients.

How to Select a Good Collection Agency?

We will try to simplify the process for you here. We have personally been in the collections industry for the last 20 years. This analysis is based on our very own personal experiences and opinion.

1. Debt Collection Agency Size:

❌ SMALL AGENCY: A collection agency with less than 20 employees will surely be hungry for growth but lack licensing in all states. It will also lag in technology, data security, and providing you performance reports. They may not necessarily have debt collectors with experience in your particular industry and likely operate in only a one-time zone.

❌ VERY LARGE AGENCY: A large third-party collection agency (with over 500 employees) will certainly have more headcount and branches but will lack personal attention. They will surely be rich in technology and have a nationwide collection license, but unless you are a client who submits over 2000-5000 accounts a year, you will likely feel a lack of personal attention. Due to the large volume they deal with, their collection rates are just average. Upper management will likely focus on generating higher profits for themself and getting new clients instead of focusing largely on recovery rates and client retention.

✅ MEDIUM-SIZED AGENCY: A collection agency with a headcount between 30 and 200 will likely have a pan-USA license. They will have a client portal, performance reporting, security, and adequate data standards. The owner of the collection agency will micro-manage performance and client satisfaction. Medium-sized collection agencies almost always exceed recovery rates compared to large collection agencies.

2. Technology and Security:

A third-party collection agency should have high-security standards like the “PCI or SOC 1 or SOC 2” compliance and certificates to prove it. They should have a “Client Portal” on which you can submit new accounts, stop service, and report payments. “Client Portal” should be secured with an SSL Certificate (Secure Sockets Layer certificate), ensuring that the communications are encrypted and cannot be stolen by hackers.

3. Location: 100% USA based.

Preference should be given to a collection agency that has all their staff located in USA and not in countries like the Philippines, Mexico, India or China. This includes support staff, software development staff, and call centers. Google around, and you will find numerous news articles about critical personal data stolen/sold by dishonest employees in foreign countries. Information being handled by USA citizens/residents is covered under strict USA laws and punishable in USA courts. We feel that once the data leaves USA shores, you can never be in 100% control of it. What if a foreign employee sells personal data to the bad guys?

4. Performance / Collection rates:

Although recovery rates vary across industries, regions and the quality of debt, it is always good to ask if their recovery rates meet the industry average. Some may say “YES or ABSOLUTELY”. But getting a response back that their recovery rates “EXCEED” the industry average is quite self-assuring.

5. Sales Experience and Explanation of products:

Collection agencies make more money when accounts are submitted in contingency services ( Collection Calls or Legal Suit).

Do not simply fall for the “No Recovery -No Fees” slogan.

In contingency services, they get to keep 40% to 50% of the total amount recovered. But, for accounts with an age of debt between 60 and 120 days, it is better to use the fixed fees “Collection Letters” service, as it is a low-cost option and still delivers stellar recovery rates. Only those accounts which remain unpaid after this step should be transferred to the Contingency collections.

6. Validity Length of Accounts Purchased:

Most collection agencies expire accounts purchased under the Collection Letters service in 1 or 2 years. Only a handful of agencies out there have no expiration dates on these. It means accounts purchased can be used even beyond two years. This is a great money saver as one does not end up losing money to a collection agency (unused accounts). The agency was hired to recover your money, not to lose more money.

7. Are the letters printed in Black/White or Colored print:

Collection agencies that print demand letters in colored prints get far superior recovery rates. So paying slightly more for colored print results is highly recommended as they tend to grab better attention of the debtors ( read it as “greater worry” for debtors).

8. Debt Collection Guarantee:

Many agencies offer a guarantee to recover at least twice the money invested under the collection letters service. Although it comes with fine print, it is certainly a great assurance.

9. Quality of Customer Support:

Do they have a toll-free number, and do their operational hours suit you? Give it a try, call the Customer Support number anyway even before you hire them, and see for yourself how long does it take to get through a real person. If you did not get a real person on the first try, try once more after some time.

10. Adherence to laws:

Collection agencies are supposed to follow many laws like Fair Debt Collection Practices Act (FDCPA), Fair Credit Reporting Act (FCRA), and the Telephone Consumer Protection Act (TCPA). They are also supposed to be licensed and insured. If a collection agency is in the news for repeated violations, avoid them.

11. Contractual Agreement Verbiage:

Before signing up for those important contractual agreement pages, take an hour and carefully read the agreement. Make sure that it contains nothing that is not agreeable to you. If something bothers you, contact another third-party collection agency and read their agreement, and maybe you like this one better.

12. Collection Cost:

Always select a third-party collection agency with better recovery rates, not the cheapest one. If an agency invests more in its resources, quality of letters, and All-American staff, it may be 10% more expensive than its peers, and there is nothing wrong with that.

Paying a few hundred more now will likely result in thousands more later in your pocket. Do not go for the cheapest agency, but the better one. Ask the sales agent why their service is slightly more expensive than other agencies, I am sure you will like/appreciate his answer, and do not be surprised if he offers to match the discounted rates.

Do they send five collection letters per account submitted? Some collection agencies cut corners by sending only 3 or 4 collection letters.

13. Credit History Reporting

Do they offer to report unpaid accounts to credit reporting agencies like Equifax, Transunion, and Experian?

14. Debtor Scrubs:

Data scrubs are performed on all accounts submitted: Litigious Debtor, Bankruptcy and USPS Change of Address. Not all agencies offer the Litigious Debtor scrub, and protecting you from potential lawsuits is extremely important.

15. Bilingual Collectors:

Can they do debt collection in both English and Spanish? You will need Spanish-speaking debt collectors for debtors who do not understand English that well.

16. Legal Collections Service:

Accounts that complete the Collection Calls service can be further transferred for Legal Collections. Ask whether the third-party collection agency has a national network of lawyers.

17. Medical Collections:

Ensure that the collection agency follows HIPAA privacy guidelines.

Things that do NOT matter much:

1. A Collection agency located near you. Most agencies can handle accounts nationwide and have contracts with local lawyers if needed at no extra cost.

2. Yelp/ Google reviews. No one likes debtors leaving third-party collection agencies’ most negative reviews. Getting 5-star reviews by paying someone is not hard. I suggest avoiding those. BBB reviews are still more reliable.

You can contact us for your debt collection needs. We will connect you to a good third-party collection agency based on your requirements at no cost.

Out of 320 million residents in USA, about 235 million people are English language native speakers. The remaining 90 million people may be able to communicate (well or somewhat) in English, but it is not their native language.

Nosotros cobramos sus cuentas morosas Need a Multilingual Collection Agency (Agencia de cobros) ? Contact us

Millions of people in the USA can hardly communicate in English and entirely rely on talking to someone who can speak their native language.

Stats: Non-Native English speakers in the USA

• Spanish – 41 million native speakers
• Chinese – 3.4 million native speakers
• Tagalog (Filipino) – 1.7 million native speakers
• Vietnamese – 1.5 million native speakers
• Arabic, Korean, Russian, German, Portuguese, Hindi, French, Urdu, etc. are other prominent languages.

Hispanics form about 17% of the nation’s total population. Regarding debt collections, hiring a collection agency that can send “Collection Letters” in both English and Spanish is essential. Additionally, they should have a few “Debt Collectors” in their call center who can speak Spanish when needed. Support for other languages may be a bonus but not mandatory.

The bilingual staff of a Collection Agency should know and adhere to all regulations of FDCPA and applicable collection laws. Collectors should be able to inform the debtor that the call is from a debt collector, and they are calling to collect a debt, talk about the debt, negotiate repayment plans, take payments over the phone, explain the consequences of not paying, and even answer his questions, all in fluent Spanish. 

Suppose an English-speaking debt collector tries to communicate with a Spanish-speaking debtor. In that case, it can sometimes anger both parties, lead to unwanted compliance issues and lawsuits and achieve lower collection rates. For a debtor to understand his obligation to pay and the consequences of not paying, it is essential to communicate appropriately in a language that the debtor understands.

There are many education centers, financial institutions like banks & credit unions, pay-day loan centers, doctors, dentists, schools and phone companies that cater primarily to Spanish-speaking individuals. A bilingual collection agency is mandatory for them.

Contact us if you are looking for a Collection Agency with Multilingual/Spanish-speaking recovery agents.