Qualco UK’s Head of Sales, Jan-Michael Lacey, presented a thought provoking session on the modern challenges facing creditors managing an outsourced debt collection agency panel at Credit Strategy’s Collections, Debt Sale & Purchase Conference 2016.
Even under the spotlight of increased regulation and compliance pressures, Jan-Michael described to delegates that by optimising their panel they could actually increase collections whilst applying a customer-centric approach. Not only that, they should expect to have their brand enhanced as opposed to simply protected; as some service suppliers boast enviable net promoter scores (NPS) in the late ’30’s and early ’40’s.
Originators face several challenges in optimising their panel size, or in the decision-making process of whether to outsource contingency collections. However, Jan-Michael was well placed in advising delegates of the attributes they should look for in selecting a panel and what level of service they should expect. He said, “Gone are the days of squeezing commission margins; originators now work in partnership with their panel and appreciate that the more they invest in optimising their partners’ activities, the better results they achieve. At Qualco, we advise clients on fair commission levels – and conversely, we let them know if they pay too much – therefore we find they experience much better service and the results always exceed their expectations.”
Jan-Michael was keen to point out to delegates that whilst the current mood is to reduce panel sizes, that there is a tipping point in which originators could risk damaging results. He offered insight in what to look for when optimising a panel, with attributes including compliance, customer experience, performance, sustainability and innovation.
Jan-Michael presented at the Collections, Debt Sale & Purchase Conference at the Midland Hotel in Manchester alongside industry experts from companies including Barclays, BNP Paribas, Student Loans Company, TSB, T-Mobile and Mr. Lender. Jan-Michael commented: “It was a good opportunity for Qualco to get in front of a senior audience and discuss one of the most pressing subjects facing the industry. We are keen to challenge the status quo and share our experience in optimising our clients’ panels, and hope that delegates left the session with some tips and advice to take back to the office to enhance their own operation.”