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How to say? Voice analytics of debt collection strategies

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  • Ziyao Huang
  • Yutao Yang
  • Chengcheng Liao
  • Peiyuan Du

Abstract

Since limit attention has been paid on debt collection calls and collectors' voice metrics, this study explores how collectors' voice metrics influence borrowers' delinquent behavior in debt collection calls. Results of survival analysis show that collectors' voice with higher pitch, higher speed, lower loudness, and lower entropy of energy prolongs borrowers' delinquent time. Mediation analysis indicates that borrowers' voice energy and call duration mediate the effects of collectors' voice metrics on delinquent time. Additional analysis on heterogeneity suggests that short‐term and long‐term repayment borrowers respond to collectors' voice metrics differently.

Suggested Citation

  • Ziyao Huang & Yutao Yang & Chengcheng Liao & Peiyuan Du, 2022. "How to say? Voice analytics of debt collection strategies," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 43(4), pages 1091-1104, June.
    • Handle: RePEc:wly:mgtdec:v:43:y:2022:i:4:p:1091-1104
    DOI: 10.1002/mde.3441
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    References listed on IDEAS

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    1. Yigal David & Elad Harison, 2022. "Paying Lip Service?: The Effects of Vocal Determinants on Perceived Service Quality," International Journal of Enterprise Information Systems (IJEIS), IGI Global, vol. 18(1), pages 1-20, January.

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