Achieve Operational Excellence with dlc’s debt collection services

Everything we do is centred on understanding our client’s needs and doing so in line with compliance requirements. By working closely with our clients we are able to understand what each client’s core objectives are, and develop long term relationships based around performance and service.

During the setup of operations we use a thoroughly robust and well tested new business implementation process making us easy to work with. We use Agile Project Management which delivers the features with the greatest business value first, whilst providing our clients with real time information about project delivery.

As a UK leading Debt Collection Agency innovation is continuously at the forefront of the services we provide to our clients. We have made significant investments in our software and communication technology giving us companywide efficiency gains and improved compliance across our debt collection processes.

Uplifts in performance are achieved, alongside providing our clients with ongoing strategic insight. We utilise a full suite of Management Information (MI) to enhance visibility of our operational performance which can be used to help clients drive their in-house processes.

Improved Return on Investment by Outsourcing Collections

Enhanced Return on Investment (ROI) is achieved as a result of our continuous improvement into operational effectiveness. We regularly use champion Vs challenger approach on our strategies to measure success to deliver the best outcomes to all parties.

We operate with a dedicated Client Services Team who ensure a consistent approach is adopted to Client Relationship Management (CRM) at all times. The team strategically monitor and challenge our operational processes in order to ensure that performance against all service levels are maximised.

dlc’s training facilities are regarded as a centre of excellence within the credit industry and provide the environment for us to develop our staff in reaching their full potential. Our in-house courses are designed to help our Customer Account Agents understand the Legal and Compliance framework that we operate within, and developing the negotiating skills required to be an effective collector. All Customer Account Agents undergo regular coaching and assessment to identify on-going training needs.

Delivering operational benefits within debt collection

Optimum levels of cash recovery for our clients whilst upholding an ethical and controlled approach is achieved through utilising a range of resources for debt collection. Our expertise will be utilised including data cleansing, tracing customers, traditional office based collections methods (phone, email, letter & text), field recovery services, recommendations as to whether litigation should be carried out. Any subsequent litigation activity is carried out through Mortimer Clarke Solicitors; a specialist debt recovery litigation law firm authorised and regulated by the Solicitors Regulation Authority, which is also part of the Cabot Credit Management Group.

Maintaining our client’s level of customer satisfaction is key to the debt collection services we provide and core to our training programme. In order to ascertain levels of customer satisfaction we will carryout post debt collection customer surveys to gauge their point of view on whether they felt fairly treated, with a clear understanding of advice given, and if they were happy with the outcome from the call.

Our debt recovery services are delivered to clients using a fully compliant approach. As a business we ensure that we keep abreast of all proposed regulatory changes and adhere to all existing guidelines. Our Compliance Team will monitor any upcoming changes and handle all communications with governing bodies, third parties and customers where appropriate.

In addition to traditional debt collection services we assist many of our clients with services that improve other areas of their business including customer retention. Within this added service we not only collect the outstanding balances but also manage reconnections of services for customer accounts.

Improve customer satisfaction by outsourcing debt recovery

We are a leader in the provision of customer-centric collections services. Our Customer Account Agents are trained to assess affordability for every customer. This approach allows us to uncover whether they are already in financial difficulty and to prevent them from moving into further financial difficulty as a result of any arrangements in place with us. We also look to understand the background regarding customer indebtedness so that this can be taken into consideration for the appropriate treatment of the customer and realistic negotiations. Where customers are identified as being over-indebted, we will signpost them to free debt management advice services.

We continuously look at ways to manage debt collection effectively from a customer point of view. We deliver optimal user experience by streamlining operating processes and providing clear information to customers. We are the pioneers in the use of a number of technologies within the collections industry in order to enhance customer experience. This includes fully optimised customer self-service channels that enable customers to manage their accounts anywhere, anytime via mobile, tablets, laptops & home PC’s.

Tailored Recoveries Strategies and Reward Structures

Our collections system is designed to ensure new business will follow bespoke strategies to deliver the right treatment for each customer. Solutions are tailored to the needs of every client, with reward structures based around shared business objectives. Data analytics and years of experience in debt collections allow us to employ multi-channel contact strategies that are appropriate for each customer segment being pursued.

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