Developing a culture of doing what's right for the business, the customer and each other - in a collections environment

the challenge

Improve effectiveness through delivering a differentiated service with positive customer engagement.

the results

• 97% decrease in escalated calls within first four weeks
• 2% increase in converted promises to pay (an increase of 80 promises per advisor)
• 650% increase in cash collected

implementation

• Proof of concept through ring fenced pilot for new starters
• Co-design with advisors and managers to ensure collaboration and buy in
• Design of customer and management interactions that support engagement and brand values
• Delivery style split between classroom and real world - building immediate credibility from early successes
• Knowledge transfer to give the business sustainability of the advisor messages in induction

differentiator

• Senior management commitment - executive coaching
• Relationship focused dialogue - aiming for an end point that stops cases rolling however gains commitment and retains loyalty
• Alignment of management infrastructure and HR activities - redesigned recruitment, dynamic visual support