Latest Articles

September 3, 2017

Happy Labor Day! Let’s Reduce Your LABOR Costs by 60%.

Do you desire to reduce your labor costs by 60%?  Do you want employees who want to work?  Do you need to gain deeper portfolio penetration?  Are you a control freak?  Do you need to have complete control of your strategies?  If you answered yes to 2 or more of […]
April 17, 2017

Let’s rethink everything, what if labor was your cheapest cost?

Right now most of my consulting clients biggest expense and their biggest headache is staffing. What if your staff wanted to work and would work for 1/3 the costs? What if they were happy all day and thanked you for giving them a job? What if they ask to learn […]
December 26, 2016

Tax Season is Just 30 Days Away. Here Is The One Thing You Must Do To Maximize Your Tax Seasons Revenue.

Wow, it seems like just yesterday it was back to school and now its tax season for the ARM industry. There has always been seasonality to the debt collection industry but with technology advances some of the seasons have shrunk, like the tax season. So how do you maximize that […]
November 21, 2016

It’s Black Friday, That Means It’s Just 70 Days Till Tax Season Kicks Off. Whats Your Strategy?

If your in the debt collection business Tax Season is just that, a season. Just like Christmas or Easter it has its own feel and smell and expectations. Most collection agencies collect 35-40% of their annual profits in the Tax Season. The rest of the year is just a trial […]
November 16, 2016

Is your 2017 budget forecasting big profits? Then reduce your staffing costs here.

As you try to figure out where to spend the money you expect to generate in 2017 maybe its time to consider how to reduce your current call center costs. If you have staff that are making outbound calls to consumers then they are spending most of the time dialing, listening […]

Author Info

Phillip W. Duff

Phillip W. Duff the Founder of Lighthouse Consulting was trained in Six Sigma while working for Bombardier Capital in 2001, and is highly successful helping organizations improve their processes using the Six Sigma methodology. Mr. Duff has consulted with numerous companies over the last 10 years and has shown the ability to enact cultural change in a company. He has also initiated programs proven to drive positive revenue growth both as an employee and a consultant. His focus is to help CEO’s with a focus on growth. His knowledge of technology and background in debt collections have combined to help companies automate processes and identify which processes provide profits. Mr. Duff has also developed a unique process of initiating cultural change as a part of developing a revenue-driven atmosphere in a variety of formats. This unique philosophy and technique are unseen to date. His substantial experience in the collection industry, Six Sigma core competency and extensive industry relationships can provide you and your team a matchless perspective into your accounts receivable business or any business strategy.

September 21, 2016

Where is Waldo Calling from? Near shore or Offshore. Where should you place accounts and BPO work?

There have been a lot of discussions over the last few months with my clients and in the media about collection agencies and creditors moving work offshore. The BPO (Business Process Outsourcing) biz is growing due to the reduced profits and squeezing of contingency rates that the industry is experiencing. […]
October 2, 2016

The 3 Most Ask Questions About Agents in Jamaica

While I have been speaking to people regarding opportunities in Jamaica I have been getting the same three questions over and over so I thought I’d like explained them here. The first question that is pondered is can you understand the agents? My answer is clearly yes. The first time […]
October 2, 2016

JAMPRO President Comfortable With Attrition Rates Among Call Centre Employees | Jamaican Gleaner

JAMPRO President Diane Edwards has questioned claims of a high turnover rate in the industry. “High is a relative term … so I would challenge you on a perception that turnover is high. High relative to what?” she asked in an interview with The Gleaner. Comparing data from India and […]
October 3, 2016

Ever wonder how a hurricane might affect your BPO in Jamaica? Enter Matthew.

Since I am propounding to be expert in Jamaica call centres here some examples of what they are doing today;  Monday, October 3 2016 Phil, We have taken the necessary presentations by ensuring that our server room and other equipment are secured and waterproof. Our senior management team has been in constant communication with […]
November 16, 2016

Is your 2017 budget forecasting big profits? Then reduce your staffing costs here.

As you try to figure out where to spend the money you expect to generate in 2017 maybe its time to consider how to reduce your current call center costs. If you have staff that are making outbound calls to consumers then they are spending most of the time dialing, listening […]
December 26, 2016

Tax Season is Just 30 Days Away. Here Is The One Thing You Must Do To Maximize Your Tax Seasons Revenue.

Wow, it seems like just yesterday it was back to school and now its tax season for the ARM industry. There has always been seasonality to the debt collection industry but with technology advances some of the seasons have shrunk, like the tax season. So how do you maximize that […]