ABOUT ESCALLATE
LEARN MORE ABOUT US AND OUR SERVICES

Founded in 1998, Escallate, LLC. provides call center / contact center tele-services to enhance customer / patient communication and satisfaction, accelerate cash recovery, and improve cash flow. Our contact center representatives supplement our client's internal staff, and provide opportunities to streamline their business processes, enhance productivity and reduce internal costs. We do not perform telemarketing / tele-sales services.

Escallate currently serves a base of over 1,000 clients nationwide in multiple industries and markets, with Healthcare as our largest market served.

We offer a variety of services for our clients, including but not limited to:

• After-service / after-procedure / after-purchase follow-up calls,
• Satisfaction surveys,
• General reminders and notifications,
• Accounts receivable (A/R) management and debt recovery services, such as...
• Patient Health Insurance Verification (if applicable),
• Debt Scoring,
• A/R Early Cycle Intervention,
• Precollect,
• Contingency Fee Collections,
• Credit Bureau Reporting,
• Legal forwarding.

Escallate's operations are located in a secure 38,000 sq. ft. facility in North Canton, Ohio. This facility has both battery and 24/7 diesel generator backup. Escallate currently has the capacity to house 160 representatives (Contact Center Reps and Collection Specialists), plus associated administrative / support personnel.

Our operation utilizes a predictive dialer that blends both inbound and outbound calls over multiple T1's to/from our Contact Center Reps. On a monthly basis, we currently make over 1 million outbound calls, and receive over 25 thousand inbound calls. Our predictive dialer works in conjunction with our CISCO phone system in a Voice Over Internet Protocol (VOIP) unified messaging network, and in conjunction with our CallCopy call recording technology. All calls are recorded for quality and training purposes. The use of "call scripts", created for each client engagement, are developed and then used during calls made/received by our Contact Center Reps and Collection Specialists. Call/Contact statistics and/or information gathered during our client engagements can be downloaded from our systems into spreadsheets (Microsoft Excel) or into a comma delimited file format for client reporting and graphing.

Our management staff has a tremendous amount of expertise and experience ‐ much of which has been gained at Fortune 1000 companies - in Contact Center Operations, Accounts Receivable Management, Business/Systems Consulting, Information Systems Application Development, Training and Quality. All of our representatives have been background checked and tested in pertinent call center skills before hiring. Each new hire is then trained in the use of our dialer, call scripts, and various support systems (Intranet, etc.), as well as trained in federal and state regulatory compliance (e.g., HIPAA, TCPA, FDCPA, FCRA, etc.) before making/taking a call. Quality Audits on calls and system usage, and the measuring of key performance indicators (KPI's), are performed weekly and shared with each rep. These measurements are then utilized in monthly contests, our monthly Incentive Bonus program, and in annual performance / merit increase appraisals for our representatives.

Members of the American Tele-services Association (ATA), and the ACA International (formerly known as the American Collectors Association).