Freemans Grattan Holdings Case Study

Mail Order Retail Collections    

What do we do? FGH logo

Freemans Grattan Holding is part of the Otto Group, the world's largest mail-order company and second largest online retailer.  It outsources to Capita for payment collections from UK mail order customers who are in early arrears (1-3 months).

Freemans Grattan Holdings has been a client of Capita for four years. 

What services do we provide?

Debt Management

Capita provides debt management services for the retail company from one of its UK contact centres, including: 

  •  Outbound calling to collect payments using a predictive dialler 
  • Inbound payment collections

 What are the benefits?

 Contractual performance KPI's achieved month on month including:

  •  Overall A1 - 3 cash targets achieved
  • Right party contacts (RPC) rate of over 15%
  • Promise to RPC conversion of 70%+
  • Kept promise rate above 75%
  • Inbound abandoned rates of less than 5%
  • Target for calls answered within 30 seconds consistently achieved
  • Quality targets maintained

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