Contingent Collections

Our processes for contingent collections are driven by data analytics and the development of dynamic treatment paths. We utilise the very latest in contact management technologies - for example, our RISE platform and Interactive Voice Messaging – in combination with  more traditional contact channels such as voice, letter, SMS and email.

Strategies are tailored to suit the specific requirements of our clients and the characteristics of different customer groups that we experience within a particular industry. Throughout the customer journey we continue to build a picture based on individual behaviours and use this information to adjust, or fast track, our collections activity and maximise results.

We make it simple for your customers to bring their accounts up to date by offering them a variety of contact and payment options. This can be particularly effective when seeking increased levels of customer engagement, especially with those who are vulnerable or have specific payment behaviours.

Our knowledge and experience in both the business-to-consumer and business-to-business collections industry make us an ideal partner for the outsourcing of your non-performing accounts.  By employing targeted collection strategies for each customer group we are able to effectively manage a high work volume with around 20% less agents. This is mainly down to the fact that we are not wasting our resources on cases where the data is telling us that a customer will not resolve during the telephony stage, which is a major cost consideration when adopting a less sophisticated approach.

The data enrichment processes we employ are key to determining the most efficient use of resources. Our Mobile Validation Services validates customer contact details, while our ‘Best Time to Call’ system assesses when agent contact might be successful. A sophisticated ‘Heat Mapping’ process provides a highly effective customer segmentation tool that is supported by our robust collection strategies.

We believe in Treating Customers Fairly and adhere to all relevant legislative and regulatory requirements. As a trusted partner we are therefore fully compliant with the Financial Conduct Authority (FCA) regulations, a member of the Credit Services Association (CSA) and hold certification with the global standards ISO 9001 and ISO 27001. All of which helps us to reduce complaints, maintain your organisation’s brand image in the marketplace, and ultimately improve the chances of you retaining your customer.

Our contingent collections processes offer a variety of operational benefits. These include:

• Situational workflows and dynamic treatment based on individual customer behaviours;
• Propensity to pay scoring;
• Complaint and expression of dissatisfaction management;
• Provision of innovative and popular contact channels and payment methods;
• Optimal debt collection performance;
• Focus on successful outcomes.

The industry leading services that we offer at Arvato do not come about by accident.  Supported by a dedicated Learning & Development function, our team of already highly experienced and qualified agents receive ongoing training and management support covering all aspects of our business operations. We take great pride in the fact we put real energy and considerable resource into developing our people at every level from the day they join our company.