Debt Collection

Protecting our clients' income streams through effective collections strategies

With unprecedented levels of consumer debt, and many businesses facing cashflow challenges, companies are increasingly looking for reliable ways to ensure that they will be able to collect monies owed to them.

Capita provides services to clients operating in both B2C and B2B markets, helping them throughout the payment and debt cycle. We have been delivering collections activities for over 40 years, and have built up a wealth of experience, providing services for clients in sectors including financial services, automotive, retail and telecoms.

Today we have over 700 specialists, handling over 6 million inbound and outbound contacts each year, supported by awardwinning experts who ensure that the services provided are always efficient and effective.

Services

Our first action is to manage accounts to avoid them entering into arrears in the first place, but where customers default on payments, we use our expertise to support the full debt lifecycle, including:

• Account Management - payment processing, customer services and proactive monitoring to limit the number of accounts progressing to debt stage
• Early arrears - activities to rehabilitate debtors, avoiding progression to more costly later stages
• Late arrears - specialist strategies focused on maximizing recovery
• Collections service broker - panel management approach including DCA placement, litigation, trace, pre-sue and IVAs

Your operation will be tailored to your requirements and can delivered from UK or offshore locations.

How we do it

Expert outbound contact strategies - Data analysis, data cleansing and demographic profiling activities that determine best time to call; coupled with leading edge dialing techniques, Capita can maximize the number of opportunities to recover your debt.

Insightful use of Management Information - Key performance measures available to the operation and the client - in real time, all the time. A culture of analysis and innovation to drive continuous improvement.

Attracting, recruiting and training the right people - Finding candidates with the right skills, experience and attributes for this challenging environment, and equipping them to build relationships with customers and deliver results.

Agent incentives - Creating ways of rewarding success that are tailored to a collections environment.

Quality and compliance - Meeting all regulatory obligations, including OFCOM, Treating Customers Fairly (TCF), PCI:DSS and DPA to ensure a uniform and positive customer experience.

Commercial models - Ranging from fixed price models for budget certainty, to performance-related payments, we tailor each contract to your precise requirement.

Client successes

Collections is a specialised discipline requiring a specific range of tools, techniques and skills. Our clients look to us to provide the expertise needed to keep cash flowing into their businesses, and to avoid costly write-offs. In the last 12 months, our clients have received the following successes through their partnership with Capita:

Driving down outstanding balances - For a client operating in a SME environment, we reduced arrears by £3.45m within the first year of their outsourcing operations to us.

Increased reach and commitment - For a client, we achieved a 28% improvement in the number of customers contacted. In addition, we secured a 13% improvement in commitment to pay.

Supporting and rehabilitating debtors - For one of our clients, we have successfully introduced a 'turnaround team' for customers struggling to meet short-term debts, but whose longer-term potential is recognised.

Driving operational efficiency in a results-focused operation - Our expertise in data analysis, demographic profiling and dialler management have resulted in one client achieving a 12% increase in right customer contact rate, alongside a 29% improvement in average handling time.

"Over the tenure of our relationship Capita have constantly looked at ways to maximise the value of the portfolio through new ideas and innovative ways of working."

Director, Finacial Services Client

Click here to download our information sheet.