Agency & Authority Collections Partnership Presented By Darren Kelk MICM Director Chris Bloodworth IRRV Director of Training
Jan 15, 2016
Agency & AuthorityCollections Partnership
Presented By
Darren Kelk MICM
Director
Chris Bloodworth IRRV
Director of Training
Is this Debt Collection?
PAY UP!
Or this?
Or this?
You may think this?
Public sector debtors
• Unique market place
• High level to complain to
• Large % on low income
• Large % on NO income
• Multiple debtors
Debt types
• Council Tax/NNDR post bailiff
• Council Tax small balances
• Former tenant arrears
• Current rent arrears
• Housing benefit overpayment
• Sundry debt
• Parking fines
Information to maximise collections
• At the point of sale
• If you don’t ASK - Who knows?
• Full name, address, DOB, contact numbers, etc.
• A new customer is potentially a new debtor
• Information is KEY
Office of Fair Trading
• Consumer Credit Licences
• Unfair Business Practices
Communication
Misrepresenting
Harassment
Deceptive Methods
Charging for Debt Collection
Debt Collection Visits
Statute Barred Debt
Data Protection
• The Data Protection Act 1988 regulates the processing of personnel information
• How does that affect collections
• Divulging information to a third party
• You don’t have to terminate the call
• Close the call professionally
Credit Services Association
• All reputable debt collection and tracing agencies
• Adhere to a strict Code of Practice
• Training courses (Diploma standard)
• Regulated on complaints/working practices
• Help and advice on the ever changing legislation and market changes
Proactive debt collection• Telephone – the powerful collection tool
• Professionally trained collection staff
• Industry trained – Public sector
• Negotiating skills
• Communication skills
• Call targets
• Collection targets
Debt collection• Recovery is an ART not a Science
• Impossible to script write
• Every call is different
• One size doesn’t fit all
• Own personality
• Confidence
• Ability to think on your feet
• Good listener – communicator - negotiator
Collection methods and techniques
• Letters, contact cards & other communications
• Telephone collection
• Litigation
• Doorstep collection
• Tracing
Third party involvement
• IVR technology
• Right 3rd party contact
• Payment lines
• Information gathering
• Printing and mailing – must have regular large volumes
• Mail discount
• Flexibility with the letter suite
• Highlighting key data
• Pin mailers - PSD
Doorstep collections
• Not to be mistaken for Bailiffs
• No legal rights
• Self employed
• Collecting small amounts each week
• When to use it?
• Costs
• Big men, big dogs and aggressive - Myth
Choosing the right DCA• Are they CSA members
• Do they have personal recommendation?
• Obtain references
• Visit them
• Check out solvency
• Have they got:Consumer Credit Licence, Data Protection Registration, Public & Professional Indemnity Insurances
• Look at training material (see what they do)
Partnership working• Only as good as the data supplied
• Efficiencies – Reduce cost and staff time
• Realistic expectations
• Share good working practices
• Understanding each others strategies
• Swift corrective action
• Net back returns
• Teamwork
• Salford - Barnsley
Debt sale
• Active now for several years in the private sector
• Releases funds and resources
• Various options around the sale
• Share options
• The need for quality data