COLLECTION AGENCIES

A challenging yet innovative market

INTRODUCTION

Capability overview

The Debt Collection Agencies market (DCAs) and contingency collections business has had a challenging business model the last few years.

Key to managing debt portfolios, whether it be early collections or late stage recoveries, is a suitable system of record to effectively manage, maintain, and process accounts and transactions. This includes the processing of payments, calculation of fees and interest, together with contact strategy capability, all in compliance with regulations and individual client policies.

Additional regulation, especially in financial services, has added additional cost of compliance resulting in consolidation to create economies of scale.

Regulatory Awareness

Data-driven process

The rise of self-serve

The requirement for regulatory oversight has increased, with the evidencing of control and compliance now mandatory and audited. Affordability checks need to be repeatedly assessed to ensure customers are treated fairly with flexible, maintainable payment terms and forbearance options available. Vulnerable customers also need to easily identifiable, with effective appropriate management.

All of this has led to innovation in the sector, with a re-design of customer journeys to ensure fair outcomes and compliance.

Help to remain compliant with QUALCO:

Facilitate flexible payment arrangements, configurable to ensure outcomes match your policies

Prioritise customer affordability with key validation to display the best repayment options to both agents and customers

Determine the best outcome for customers tailored to their circumstance

Control and configure an automated I&E journey with set validation controls

Increasing the use of data and credit scoring to produce models that assess affordability, calculate the success of treatments, create triggers for contact and drive appropriate strategies are all enablers to effectively use integrated omni-channel technologies. They continue to drive down the cost-to-serve.

Integrating with wider organisations to leverage enhanced data, such as debt advice services, government registers and practitioners, allows greater efficiency within recoveries processes where customers tend to find themselves in these circumstances. This type of data enables more automated workflow and appropriate strategy treatments to be deployed throughout the recoveries process and drive efficiencies when liaising with field agents, solicitors and enforcement specialists.

Use QUALCO to help generate value from your data:

Connect to different data streams, identify key customer traits and better classify accounts

Integrate with the latest real-time API's. All the latest forms of communication are easily accessible

3rd Parties interface with pre-defined processes and treatment paths. Reduce costs and add control

Cost efficiency is a focus to maintain profitability. Digital is key, allowing customers to be easily managed through digital contact strategies where appropriately identified. This allows for a more effective cost-to-serve model to be deployed.

Expanding digital customer-facing tools further also creates the ability to resolve debts through a multitude of options across platforms including but not limited to App, Web and 2-way SMS.

QUALCO can help with your digital first strategy:

Digital channels allowing customers to interact and self-serve through their preferred channels

Omni Channel Communication providing an improved customer journey and experience

Advanced analytics and data management capabilities to build advanced decisioning and segmentation

A fully integrated self-service platform for a seamless digital journey

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our value proposition

SOLUTION ECOSYSTEM

QUALCO’s technology ecosystem helps you leverage data to gain customer insights, understand account behaviours and flexibly drive effective collections strategies to stay in control. Use the latest tools and techniques to minimise losses, optimise cost whilst creating good customer journeys and outcomes.