Our job is to find out why your customer owes you money, to negotiate an affordable repayment plan, and to watch that plan through to completion. To meet this goal we support our collection agents with technology to increase their contact rates; with flexible lettering and payment arrangements to satisfy all customer types: This approach leads to the highest possible rate of collection for clients in the fastest possible time. In essence, a pre-legal recovery strategy that minimises the need for legal recovery at additional cost.
Underpinning the strategy is our Corporate Collector Accreditation from the Credit Services Association, and our ISO9001 quality accreditation, giving consistent collection tactics with outcomes to match; authorised and regulated by the Financial Conduct Authority for accounts formed under the Consumer Credit Act 1974 (amended 2006).
Our sympathetic approach enhances the customer experience; protecting the client brand and reputation: Minimising bad debt write-off provisions.
Treating Customers Fairly policy
The Treating Customers Fairly policy (TCF) is central to our consumer collections strategy, with processes designed to nurture agreeable customer outcomes and protect vulnerable customers.
Controlled dialling and written communication make sure customers are never harassed by outbound contact; with clear and regular instructions given to those that want to contact us. Should complaints arise, monitoring and assessment measures enable us to revise our approach by introducing preventative and corrective actions.
Good communication is central to achieving the best possible results. With flexible, multi-channel approaches, we optimise engagement time with customers: Encouraging openness, offering recommendations, postponing our actions if necessary and always heeding a change of customer circumstances.
As a consumer collection agency, we are proud of the client loyalty we enjoy but never take it for granted. In addition to the above, we offer:
- 24/7 transparent online reporting for both open and closed debts, including success rates, invoices and individual debt charges to keep you in control.
- Customer payment gateway with PCI DSS payment card facility.
- The ability to trace customers across the country and world if they are no longer reachable using the information you have access to.
- The legal knowledge needed to pursue the claim to court if necessary.
As an STA debt collection client, you will have access to ‘Your Debts Online’ (YDO).
YDO gives you a transparent view of what we are doing with the accounts you place with us for collection. It’s a secure password-protected site where you can see our overall collection success; the status of every debt including your own collector’s notes, your invoices and statements, and the charges made on each account placed.