How to Run a Successful Debt Collection Operation and Mitigate Your Risk


Debt collection can be a challenging and sensitive topic for borrowers and collection agencies alike. As a company with expertise in collections, we understand the importance of running a successful and compliant collections operation. From pre-delinquency to recovery, we have experience in managing collections at every stage.

We believe that successful collections rely on seven key pillars: segmentation, skip tracing, contact strategy, treatment choices, frontline capabilities, performance management, and compliance. By focusing on these pillars, we are able to develop effective strategies that help reduce costs for our clients and drive process improvement projects.

Our enablers for driving best-in-class collections include rigorous account follow-up, quality control and compliance, real-time reporting, campaign management, effective collections management, strategy and dispute management, analytics and process reengineering, process standardization, and workflow tools and automation.

As part of our offering, we place a high emphasis on compliance and mitigating risk for our clients. We adhere to debt collection guidelines and regulatory requirements, while also ensuring that we are mindful of frequency of calling, data security, data privacy, hardship calling, dispute calling, complaints calling, customer treatment, remedial offers, and credit risk and compliance policies.

We track several key performance metrics in our portfolios, including attempt intensity, contact intensity, attempt reach, contact reach, contact rate, promise rate, kept promise rate, estimated net receivables, roll forward, roll back, stabilize, cure, net credit loss, gross credit loss, and DSO (Days Sales Outstanding).

Overall, our goal is to help our clients manage their collections operations efficiently, while also providing excellent customer service and mitigating risk. Contact us to learn more about how we can help you run a successful collections operation.