Is debt collection the prisoner of its reputation?
For a long time, many companies considered debt collection a necessary evil. There was even the fear that it would drive away customers. Once, collection may have carried a certain reputation. Getting rid of that reputation is a challenge that us collection agencies face. But by openly explaining how collection takes place nowadays and how industry practices have changed, we can do our bit to develop the whole industry.
One thing worth noting is that collection doesn’t mean creating bad credit records. On the contrary, the aim is to prevent them! Nowadays, collection means first and foremost negotiation, collaboration and seeking solutions. Everyone benefits when customers can settle their debts as soon as possible.
Collection is not as straightforward as it used to be
We’ve been able to give collection a more human face. As far as we’re concerned, we want to be a collection agency that bears no resemblance at all to the way people used to think about collection agencies. You see, our new solution-based collection method is based on helping our customers and approaching them in a personal and understanding manner. Watch our videos to see how collection is carried out as smoothly as possible for all those concerned.
Collection as part of developing business
Collection now plays a bigger role as more and more companies have taken a closer look at its impact on business. When collection is focused on tailored customer service, this has a positive effect on the client’s customer experience. Solution-based collection also translates into better results, which speeds up the client’s cash flow. What’s more, when collection is left to a reliable and skilled partner, clients are able to free up resources to the management and development of their core business.
What matters most is client and customer satisfaction
Because we want to provide all parties with the best possible service, we must ensure that our operations are in line with the principles of our new collection method in practice, too. We aim to do this, for example, by collecting feedback from clients and customers alike. The feedback we have received is an indication that we’re on the right path.
For example, KONE Hissit Oy appreciates our solution-based approach and the fact that we treat its customers well. On the other hand, a customer who was dealing with a collection agency for the first time expressed surprise at how flexible our service is. The same customer also said that they appreciated our small, encouraging gestures, such as calling the customer back so that they could save on phone charges.