Serving the customer

Even though our clients’ customers do not buy a product or choose to receive a service from us, we believe they are customers.

We believe they are entitled to a standard of service that meets the same level of quality, professionalism and care that would be expected of any high quality service organisation.

And, we are going to some lengths to make sure these standards remain as the benchmark of professional standards for the industry.

City & Guilds accredited training programmes

Our award-winning City & Guilds accredited training programmes, which all our enforcement agents must complete, develops professional competencies, skills and awareness that means our agents are trained to read people, situations and behaviour and identify genuinely vulnerable customers.

Training

Welfare support

We have a dedicated Welfare Support Unit to proactively support these cases, trained by the Samaritans and encouraged by our active dialogue with the advice sector including our long-term partnership with StepChange, the UK’s leading independent debt charity.

Welfare support

Customer care team

Our 50-seat customer care contact centre is staffed by recoveries specialists skilled in customer service, negotiation and supported by advanced technology.

Customer care

Extended hours support

To give greater access and support to clients and customers, we have even extended our service hours from Monday to Friday 8:30am to 5:30pm for clients, and from Monday to Friday 8.00am to 8:00pm and Saturday 8:00am to 4:00pm for customer enquiries.

If our customers would like to make a payment out of those hours or do not want to talk to an operative, we also have made available a complete range of payment options including a 24-hour voice activated payment line, online payments using our website and funded use of Allpay for vulnerable customers without bank accounts.

And we are making further investment to our online and mobile technology to extend our ability to service customers whenever and wherever they require.

Case management technology

This includes a £3.5 million investment in a state-of-the-art case management system, which enables us to connect all of our teams and deploy qualified professionals matched by skills and competencies to deliver consistently high quality field services nationwide – ensuring our agents, clients and our customer care teams are kept up-to-date with the latest information, as it happens.

Service innovation

Tracing and investigation

Our Tracing and Investigation division combines specialist knowledge and skills with enriched data derived from several leading credit reference and market data sources to drive smarter, more efficient processes – making each customer contact more accurate and better informed.

Tracing & investigation

Reducing the risk

Pioneering the use of Body Worn Video equipment, now a universal standard across our team, provides the highest levels of accountability – reducing the risk for clients, customers and agents alike.

Service innovation

Transparent results

Our commitment to transparency and quality is unprecedented with independently audited and published client results and full-scope reviews of our ethical standards and practices.

Transparency

Leading reform

By focusing on early-stage compliance and debt repair, we do more than simply meet the current legal and regulatory requirements. With one of the industry’s lowest complaint levels (0.2%) despite our scale, our unique approach to integrated compliance and enforcement provides clients with a cost effective solution which means customers are not over-charged or subject to varying charges and fees.

Industry reform