Here at Capita, we provide end-to-end debt collection solutions. This means we can work with your customers from the moment they apply for credit, to the point their debt is cleared. Our flexible, scalable support is tailored to meet your particular needs and the needs of your customers and can be delivered from our UK or offshore locations.
Our first action is to manage accounts to avoid them entering into arrears in the first place, but when customers do 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
We have had great success in driving revenue up for our clients. For a client operating in a SME environment, we reduced arrears by £3.45m within the first year of their outsourcing operations to us. For a utilities client, we achieved a 28% improvement in the number of customers contacted. In addition, we secured a 13% improvement in commitment to pay.
You can be reassured that we carefully comply with regulatory bodies to ensure we are treating customers fairly and sensitively including OFCOM, Treating Customers Fairly (TCF), PCI:DSS and DPA.
We recognise that you have a portion of vulnerable customers who need treating with care and specialist skills.
We provide specialist training for front line staff to help them identify vulnerability factors and provide prompt referral to a Customer Care Team. The Customer Care Team can be deployed to focus solely on customers who require extra assistance and customers in vulnerable circumstances. As a specially trained team, they can provide the customer with a specific point of contact and liaise with external partners such as Money Advice Trust, Step Change Debt Charity and Samaritans to ensure the customer is informed about the potential help available to them.
For one of our Utilities (Water) partners, we launched a re-invigorated collections campaign in 2016 with 70 agents going live. We took accountability for both inbound and outbound collection calls and architected the right solution for their Residential and Commercial customers. Our global reach enabled the client to select a go live in South African based on past performance, cultural alignment and cost. Capita SA then out-performed the previous incumbent within the first month of go-live. At the time of writing Collections and CSAT Quality results are tracking ahead of the agreed speed-to-competency targets.
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