the customer-centric approach to debt collection
TRANSCRIPT
© Echo Managed Services Ltd 2015
The customer-centric approach to collectionsPresented by Tony Slome
© Echo Managed Services Ltd 2015Part of Echo Managed Services Ltd © 2015
The Size of the Problem…
£8 BILLIONMounting personal debt is
costing the British economy this amount due to burden
on state services. (Stepchange Charity)
£173 BILLIONUnsecured debt in the UK
(source BBA/FLA)
© Echo Managed Services Ltd 2015Part of Echo Managed Services Ltd © 2015
2.9 MILLION......people in the UK
have a debt problem
£3.1 BILLION......would be saved through
effective advice
Debt is increasing, but…
© Echo Managed Services Ltd 2015Part of Echo Managed Services Ltd © 2015
Customers who give an organisation a nine or ten (out of ten) rating for customer satisfaction are much more likely to trust, recommend and stay with them, even compared to organisations who receive an eight out of ten.* *ICS UK Customer Satisfaction Index
…Customer experiences are flatlining
Why does this matter?
Protecting your customer relationships Protecting your brand Retaining more customers
© Echo Managed Services Ltd 2015Part of Echo Managed Services Ltd © 2015
DCAs can deliver impressive results….
BUT...
£1.75 BILLION......amount collected by DCAs
over the past 12 months. (CSA)
£950 MILLION......amount collected by debt
purchasers over last 12 months.
(CSA)
© Echo Managed Services Ltd 2015Part of Echo Managed Services Ltd © 2015
Consumer debt management is increasingly under the spotlight from regulators and industry alike….
...It’s getting harder to collect.
Key ChallengesProtecting brand reputation whilst
maximising returns
Adherence to strict FCA and CSA guidelines
/regulations
Protecting vulnerable customers
Ascertaining customers’ ability
to pay
Treating customers fairly
© Echo Managed Services Ltd 2015Part of Echo Managed Services Ltd © 2015
…and we’ve been doing it for years.
We are customer journey expertsWe’ve been protecting clients’ brands for yearsCollections is just another part of the customer journeyCustomer orientated approach: understanding, relationships & trust
That’s why positive customer engagement is key!
We do things differently, and it gets results!
© Echo Managed Services Ltd 2015Part of Echo Managed Services Ltd © 2015
Industry leading results…
…achieved by our distinct customer-centric approach.
© Echo Managed Services Ltd 2015Part of Echo Managed Services Ltd © 2015
End-to-end debt recovery
Early arrears collections
Prime debt recovery
Second placement debt recovery
Trace and collect
Field based services
Litigation
Office and field approach
Industry leading success results
Leading the way with customer engagement
Interim FCA Accreditation ISO 9001, 27001 & PCI Highly experienced, trained
and skilled staff CSA membership Institute of customer
service member Unique customer-centric
approach
Services Highlights
Debt Collection – Enfield & Sheffield, UK
UK & International service
Nationwide field coverage
180 staff
40 years of experience
© Echo Managed Services Ltd 2015
Thank you