agency & authority collections partnership presented by darren kelk micm director chris...
TRANSCRIPT
![Page 1: Agency & Authority Collections Partnership Presented By Darren Kelk MICM Director Chris Bloodworth IRRV Director of Training](https://reader033.vdocument.in/reader033/viewer/2022051316/56649db95503460f94aaa0fe/html5/thumbnails/1.jpg)
Agency & AuthorityCollections Partnership
Presented By
Darren Kelk MICM
Director
Chris Bloodworth IRRV
Director of Training
![Page 2: Agency & Authority Collections Partnership Presented By Darren Kelk MICM Director Chris Bloodworth IRRV Director of Training](https://reader033.vdocument.in/reader033/viewer/2022051316/56649db95503460f94aaa0fe/html5/thumbnails/2.jpg)
Is this Debt Collection?
PAY UP!
![Page 3: Agency & Authority Collections Partnership Presented By Darren Kelk MICM Director Chris Bloodworth IRRV Director of Training](https://reader033.vdocument.in/reader033/viewer/2022051316/56649db95503460f94aaa0fe/html5/thumbnails/3.jpg)
Or this?
![Page 4: Agency & Authority Collections Partnership Presented By Darren Kelk MICM Director Chris Bloodworth IRRV Director of Training](https://reader033.vdocument.in/reader033/viewer/2022051316/56649db95503460f94aaa0fe/html5/thumbnails/4.jpg)
Or this?
![Page 5: Agency & Authority Collections Partnership Presented By Darren Kelk MICM Director Chris Bloodworth IRRV Director of Training](https://reader033.vdocument.in/reader033/viewer/2022051316/56649db95503460f94aaa0fe/html5/thumbnails/5.jpg)
You may think this?
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Public sector debtors
• Unique market place
• High level to complain to
• Large % on low income
• Large % on NO income
• Multiple debtors
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Debt types
• Council Tax/NNDR post bailiff
• Council Tax small balances
• Former tenant arrears
• Current rent arrears
• Housing benefit overpayment
• Sundry debt
• Parking fines
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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
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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
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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
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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
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Proactive debt collection• Telephone – the powerful collection tool
• Professionally trained collection staff
• Industry trained – Public sector
• Negotiating skills
• Communication skills
• Call targets
• Collection targets
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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
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Collection methods and techniques
• Letters, contact cards & other communications
• Telephone collection
• Litigation
• Doorstep collection
• Tracing
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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
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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
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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)
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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
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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