Agency & Authority Collections Partnership Presented By Darren Kelk MICM Director Chris...

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

Open forum

Thank You

Any Questions?

Darren Kelk MICM

dkelk@rossendales.com

0845 226 7000

07834 552 186