Collection House Limited (the Group) is a leading Australasian receivables management company, providing organisations and individuals with world-class solutions in credit management, collections and customer care.
Founded in 1994 and listed on the Australian Securities Exchange in 2000, the Group is made up of a number of brands offering a range of professional, ethical and effective products and services:
Collection House Group is the only publicly-listed end-to-end receivables management company (i.e from day one past due through to complete collection and legal services).
We have a strong commitment and reputation for ethical and compliant business practices, as evidenced by our industry-low complaints record; and use technology to continually evolve our service and capabilities.
Collection House Group adds value through our partnership approach with clients. Coupled with our ethical collection approach, this creates brand protection at all stages and through all contact points with our client’s customers. We are considered a market leader by our clients, regulators and consumer advocates.
The Group employs over 850 staff, with the majority of these being trained collection and customer service officers. We have operations across Australia – Brisbane, Melbourne, regional Victoria and Sydney - as well as in New Zealand and the Philippines, with our head office located in Brisbane. This provides the capacity, resources and scale required to achieve the high quality performance for which we are renowned; and our scale allows us to effectively manage large scale operations and fluctuating volumes.
Over a number of years Collection House has demonstrated proficiency in not only traditional debt collection, but has matured and evolved to become a complete receivables management provider with strong foundations in compliance and ethics, corporate governance and processes, and technology and analytics, through a culture of high achievement and innovation.
|Key point of difference||How do our clients’ benefit?|
|The only end-to-end receivables management provider listed on the ASX||Highest levels of governance, compliance, brand awareness and commitment to client (and own) brand protection|
|Over 20 years’ experience, demonstrated ability and solid knowledge of government, telecommunications, utilities, insurance, banking and commercial debt portfolios||Clients benefit from our deep and broad industry knowledge, actively leveraging “lessons learned” over a rich 20 year+ trading history. It also provides access to a source of “big data” resources to enable innovation and analytics|
|A leader in ethical debt collection and brand protection, as evidenced by the Australian Financial Complaints Authority (AFCA) statistics, regulator market data and client testimonials||Low political and reputational risk from adverse publicity helps insulate our clients from any future accusations of unfair collection activity against customers. CLH is well regarded for our ethical approach and experience in dealing with outdated perceptions and ad hoc unjustified media commentary|
|Proprietary collection software platform (C5) and in-house IT support and development teams||The C5 custom-built CRM software embeds 23 years of the Group’s intellectual property into a collections platform that drives efficiency, effectiveness and compliance. It also allows us to provide quick responses to requests requiring customisation, with an ongoing ability to drive innovative change to enhance service results.|
|Advanced analytical capabilities||Leading analytical capabilities which assists in performance of services, customer experience and in providing insights back to clients on customer trends. This extends to insights against our broad dataset and industry and demographic benchmarks|
|Full “strategic partner” relationship with clients, providing industry leading results and knowledge sharing||Detailed portfolio learnings, information and insights are shared to deepen relationships. We aim to align values and objectives to transparently uplift performance|
|Expert in-house legal teams||We can obtain legal advice and opinions usually the same day, much faster and cheaper than relying on external legal counsel alone. This leverages our diversified capability to deliver greater value and supports a natural compliance culture|
|Complementary financial services brokerage business to assist customers in sourcing and structuring appropriate services to improve their financial position||Customers have often asked us to recommend a source of financing in the past, which we were unable to assist with. With the launch of ThinkMe Finance in 2016, we now have a “one stop shop” option with a finance brokerage business within the CLH Group that partners with reputable lenders. Access to this service is an option for customers subject to our client’s consent.|
|Specialised in-house Registered Training Organisation providing comprehensive and externally certified training programs for both staff and clients||Ensures the very best training for the Group’s staff is available at any time to ensure top quality service provision; as well as providing an excellent training resource for our clients|
The Group has developed a proprietary customer management system, C5, that is maintained and continually enhanced in-house. This allows us to customise this software for our clients in an agile manner, ensuring contractual compliance and a high quality customer experience.
C5 uses significant automation to optimise timely activity of processes, using embedded workflow and script-based interactions. Proprietary form-based data collection facilitates easier data capture, faster execution of administration tasks, ordering of letters and documents, and a range of other functionalities.
Furthermore, C5 seamlessly integrates with our telephony systems, payment systems, reporting, search facilities, and our CRM front-end.
What does this mean for our clients? An efficient and fit-for-purpose collections system that is customised for them.
We maintain active membership of the following trade and business groups: