Excellence assessment

"This methodology has repeatedly proven effective for improving collections and customer treatment. We have helped organisations improve customer contact and treatment, leading to more good outcomes, improved productivity and reduced costs”
Nick Walsh, Principal Consultant

HOW CAN WE HELP YOU?

Collections teams have encountered unprecedented levels of change over the last few years having to adapt to pressures driven from COVID, increasing regulatory scrutiny and the affordability crisis. Companies have spent £millions to be compliant and to put the customer first.

Now is the time to take a step back and re-evaluate your strategy and roadmap.

How well has your collections operation responded?
How do you compare to industry best practice?
Are you evidencing good customer outcomes?
Are solutions rapidly put in place now fit for purpose?
How do you embrace emerging technologies and AI?

An Excellence Assessment will help to answer these questions and more as we evaluate every aspect of your collections operating model and infrastructure. We can also perform ‘deep dives’ in each capability area, tailoring the review to fit your needs.

We help:

Identify where your collections operating model can be enhanced
Analyse your technology stack identifying capability gaps and opportunities to embrace emerging technology and AI
Benchmark your collections strategy and capabilities including use of predictive analytics, segmentation, contact channels and use of third parties
Validate how your collections strategy and capabilities support delivery of good customer outcomes and support vulnerable customers
Use best practice to identify opportunities to improve cost to serve through improved productivity, automation and controls whilst remaining compliant
Evaluate your data architecture to ensure you are measuring the right metrics to achieve desired outcomes

Discuss your needs with our team

WHAT BENEFITS WILL YOU SEE?

Our review will identify practical, actionable recommendations that can be implemented into your collections operation to deliver improved customer and business outcomes.

By bringing subject matter expert practitioners to the review, we ensure that your collections and recoveries operations benefit from external benchmarks, specialised knowledge and industry best practices.

You can choose to implement these yourself or we can support you in delivery and being held accountable to deliver the benefits!

We will provide both a benchmark assessment of your capabilities vs industry best practice and a prioritised roadmap of recommendations to help you plan your improvement roadmap over the short, medium, and long term.

Our clients see: