Jesús Alarcón, QUALCO's Country Manager for Spain and Portugal, recently participated in Madrid's 5th CMS National Real Estate Servicing Conference. The event brought together representatives from prominent Spanish servicing firms to discuss the challenges posed by shifting housing policies, the limited-service partner availability, and the future trajectory of the industry.
Human Technology as the Foundation of Recovery
Operating in over 30 countries, QUALCO provides a wide range of fintech solutions for collection and credit management, analytics, and digital transformation. With over 25 years of industry experience, QUALCO's services cover the entire credit and debt management spectrum, encompassing financial and commercial debts. As Jesus points out, "Our mission is to redefine how clients work by adapting them to future tools and technology", recognising the crucial role of accurate data management.
Acknowledging the significance of modern technology, Jesus emphasises that effective customer contact is the fundamental premise of recovery. Understanding client profiles allows for a personalised approach that encourages debt repayment, simplifying the entire collections process. Leveraging the omnichannel capabilities of QUALCO's solutions, clients can identify the best channel and time to contact their customers. Meanwhile, the Digital Self-service portal offers flexibility beyond regular working hours, enabling customers to customise their debt management. This approach ensures timely contact whenever customers have the capacity and willingness to pay.
“OUR MISSION IS TO REDEFINE HOW CLIENTS WORK BY ADAPTING THEM TO FUTURE TOOLS AND TECHNOLOGY.”
A Glimpse into the Future
For Jesus, a significant shift towards digitalisation is expected in the debt management industry, especially in real estate. This transformation reshapes market dynamics, with debt collectors focusing on empowering customers through self-service capabilities. Drawing from global experiences, Jesus foresees this digitalisation trend becoming increasingly prevalent in Spain. This is mainly because customers can now access tools 24/7, enabling them to take ownership of their debt recovery journey.
“THE FUNDAMENTAL PREMISE OF RECOVERY IS THE ART OF CONTACT.”
The growing importance of technology in servicing collections is also on the rise. The pursuit of efficiency and cost reduction drives technology investments, posing challenges in navigating digitalisation during the judicial stage. While traditional methods like telephone collection persist, a clear trend towards customer self-service tools is evident. For Jesus, conventional and digital recovery methods will likely coexist, with collections shifting significantly towards digital platforms.
Delivering with Excellence
The Country Manager for Spain and Portugal also explains that implementation timelines for QUALCO's solutions vary widely, from swift five to six-month integrations to year-long, intricate deployment. However, he highlights that "our commitment remains consistent — delivering a return on investment within the initial ten months". Lastly, QUALCO's tailored approach emphasises digitalisation benefits for enhanced efficiency and cost-effective recovery. Swift returns become paramount, aligning with the diverse timelines dictated by each customer's unique circumstances. Tailoring our approach to meet specific client needs is what ensures a triumphant journey from request to implementation.
Watch the full session in Spanish. 👇
QUALCO 360
QUALCO 360 is a constantly expanding solutions ecosystem that enables businesses to rapidly align operational activity with ever-changing customer behaviour. QUALCO 360 supports all asset classes, from banking to NPL (Non-Performing Loans) servicing, retail credit to utilities, consumer, SME, and corporate, both secured and unsecured.
