The customer-centric approach to debt collection

© 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)


2.9 MILLION......people in the UK

have a debt problem

£3.1 BILLION......would be saved through

effective advice

Debt is increasing, but…


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


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)


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


…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!


Industry leading results…

…achieved by our distinct customer-centric approach.


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

Business

The customer-centric approach to debt collection