Industry experience

The challenge

A Tier 1 Bank seeking overflow services for early Arrears Credit Card reminder calls – to manage volume fluctuations and to benchmark the performance of internal teams.

Our approach

In order to assist this client, we implemented detailed performance reporting and incorporated a reminder call service to make customer right-party contacts.

Through a true partnership approach, we delivered product specific training and full visibility of services to ensure the same high standards as they expected internally.

The results

The challenge

Financial hardship often occurs because of a significant event beyond the customer’s control. It’s through this lens that we actively address and coordinate every element of client correspondence to work with them to achieve the best outcomes.

Our approach

We’ve developed an end-to-end hardship assessment framework that supports our clients’ customers, protects the brand reputation, and exceeds regulatory requirements.

The results

• Our approach has led to the development of an automated first-time hardship application option and an automated digital strategy sent to customers who have missed payments.
• CLH saw an immediate and significant uptake in customer engagement, resulting in 26% of all hardship applications being submitted via the online portal.

The challenge

The previous strategy of collecting debt through bulk phone calls on all accounts available wasn’t working well for the Buy Now Pay Later client. They needed a solution that worked effectively and efficiently.

Our approach

We implemented our advanced digital customer portal as well as a change in dialler strategy with our Business Intelligence and Analytics team.

The results

• After the successful rollout of the new strategies, payments made increased by 74%. Total collections have also increased by 51% in the last six months, taking collections from $258,855 in September 2018 to $529,803 in February 2018.
• Through the change in dialler strategy, championed by our Business Intelligence and Analytics team, we increased the average promise to pay to 74% for February.

The challenge

One of Australia’s largest auto finance providers was seeking a partner that could manage the entire end-to-end collection function on their behalf. This included early-stage reminder calls, hardship management, notice generation, and asset location and sale. Productivity and effectiveness was an ongoing challenge for the organisation.

Our approach

In order to provide an outstanding service and the auto finance company back up to industry standards, we provided a dedicated collection staff team as well as systems, workflows, and management geared towards performance and customer service. Full visibility of performance and customer service. Full visibility of performance and collection activity was provided via daily reporting cycles.

The results

• Due to increased efficiency of the collection process, the company was able to reduce their overall cost to collect and manage their portfolio. The improved customer contact rates also led to a reduction in arrears percentages, which as one of the main objectives of the partnership. Significant cost savings were achieved throughout the course of our partnership, and workflows driven by automation and manual collection activity resulted in an overall improvement of performance outcomes.

The challenge

Recovering damaged assets can be a challenge for any organisation, but it’s a particular issue for those in the telecommunications industry.

Our approach

Whilst details of our recovery rates are largely commercial in confidence, our success in this area has been achieved through a holistic approach to collections. We used the highly developed skills of our fully trained and engaged workforce to maximise the collection result achieved. This is supported by our refined and innovative recovery strategies (tailored to damages and insurance recoveries), which utilise the latest technology, workflows, portfolio segmentation, propensity to pay modelling and analytics.

The results

• We’ve built a long-term relationship with a large telco, assisting with recoveries for damaged assets. Dedicated treatment paths and increased third-party contacts have led to consistently positive results.

The challenge

Within the Water Industry, it is often a concern for the collection of tenant debt compared to owner occupied debt. MCC realised that a different approach was required to increase the collection rate on tenant debt – put simply, the approach needed to change.

Our approach

Upon a tenant account falling overdue, MCC would perform a customer service reminder phone call to the customer with a focus of enriching and improving the quality of our client’s data. Upon discovering when the customer would be able to pay the account, this data is passed onto our client and a text message confirmation is sent to the customer. We also identified certain postcodes that were often postcodes that were often late in paying their accounts.

The results

• This has resulted in less accounts being referred to MCC for tenant debt along with an increase of cash flow for our client. It also reduced our client’s overdue numbers in tenant debt. As MCC were able to improve the quality of data, the accounts that were then referred for debt collection were provided with more quality phone numbers, which made a great impact to our collection rates.

The challenge

A global multinational e-commerce corporation based in USA seeking a partner to conduct collections for their customers in Australia and New Zealand.

Our approach

To assist the client, we have created a collections framework fit for their markets in AU and NZ. We have onboarded the client in 8 weeks. This includes, hiring agents and supervisors, conducting training, creating a call quality framework, and performance monitoring.

We initially worked their pre-charge off accounts. The client was very impressed with the performance that they also referred post-charge off accounts. At present, we are now working all their buckets.

The results

The challenge

Banking the unbanked, that is the goal of the leading digital lending platform in the Philippines. Their in-house collections teams is unable to handle their volume and they needed a partner that can help them.

Our approach

With our extensive knowledge in outsourcing, we created a structure for them based on their pain-points.

As a result, we were collecting 200% more than their in-house team. That means that 1 agent from Collection House is collecting the same amount as 2 full time agents from their in-house team.

The results

• This is the 1st client of CLH that is based in the Philippines. Not only we won a client but we also made our debut in the Philippine market a great success.
•  With this, not only did give us the volume from all their buckets but their company’s direction changed. Instead of hiring in-house agents, they grew their outsourcing footprint. Now, we take calls at both 3rd party and 1st party capacity.

The challenge

When the pandemic hit, everyone resorted to working from home. However, there are clients that did not allow work from home set-up but they still needed staff to work their accounts.

Our approach

We implemented our advanced digital customer portal and created a digital only strategy.

The results

• After launching our virtual collector and incorporating it to our digital strategy, we achieved 113% of our revenue target.

The challenge

With the rapidly increasing demand of our clients and consumers to our clients and consumers to adapt a more customer-focused approach, Collection House has embraced the challenge to quickly adapt to this fast-paced industry and integrate a customer centric approach in everything we do.

Our approach

Our Quality Assurance framework is heavily focused on the compliance aspect and it is critical that we quickly design and implement a conversational quality framework to ensure that we exceed the standards of our consumers and clients.

We have clearly defined the key competencies required to meet our regulatory and contractual obligations and also the demand of our customers and clients. We have upskilled both our frontline staff and leadership team to ensure that we can deliver and demonstrate all key competencies needed.

The results

This shift in focus of the QA team from assessing only the compliance aspect to adding Conversational Quality aspect resulted in a more data-rich insights that helped us identify the gaps immediately and create an impactful remediation plan to ensure that all the processes, skills or knowledge gaps are actioned immediately.

Below are some of the key milestones that we have achieved:

• 9.77% decrease in calls with compliance markdown
• Maintained an average of 95%+ Conversational Quality score (Focused on human connection)

The challenge

The training set-up has changed since the pandemic started. The challenge now is catering for diverse learning preferences while having a dispersed workforce.

Our approach

Revamped training modules to a blended-training approach to cater on both on-site and work at home learners while considering all types of learning styles.

The results

• Maintained more than 92% training satisfaction rate based on FY20-21 end of class survey.