The Zinc Group Ltd

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Who are Zinc

Zinc Group are collections and recoveries experts; our aim is to assist our clients to become more effective at collecting and generating positive outcomes for customers

More about Zinc

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Our Value Proposition

Zinc are a leading provider of end-to-end consumer and commercial BPO, collections and recoveries services. We specialise in financial services, energy, telecoms, water and insurance, and create value for our clients by improving collections and recoveries rates through our enhanced multi-channel engagement strategies, functional expertise and operational excellence.

More about what we do

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Service offerings and capabilities

True experts in our scope of service, we provide digitally driven collections, recoveries, and customer management operations, supported by our Consulting, Advisory and Decision Science services.

More about how we succeed together

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Our people are experts

Our people have many years of experience in the provision of customer service, collections and recoveries services for our clients, creating value through their deep domain and functional expertise.

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We lead with

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Sectors we work in

Banking

How we serve this sector

Collections & Recoveries
Business Processing

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Telecoms

How we serve this sector

Collections & Recoveries
Customer Service Business Processing

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Utilities

How we serve this sector

Collections & Recoveries
Customer Service Business Processing

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Customer Service

How we serve this sector

Customer Service

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Corporate

How we serve this sector

Collections & Recoveries
Business Processing

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What We Do

Collections

Collections & Recoveries

- Early Arrears
- Live Revolving Accounts
- Aged Debt
- Banking & Finance, Utilities, Insurance, Telecoms, Corporate

Collections

Customer Experience

- Omni-Channel
- Vulnerable Customer Services
- 24/7 365 Account Access
- Advanced Agent Training

Collections

Consultancy

- Back Office Solutions
- Digital Services
- Strategy & MI
- Decision Science Services

Case Studies

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CASE STUDY 1: GLOBAL FINANCE PROVIDER

Client Business Problem:
Client needed to enhance its collections and recoveries capabilities and develop digital capabilities – customer engagement was a critical success factor
They wanted to ‘shake things up’ and bring in a new disruptive digital partner to challenge existing approaches

Our Solution:
Worked with client to review and re-design the collections customer journeys
Customer journey workflows were designed with a ‘digital first’ principle, using digital self-service technology interventions to offer more engagement options for customers
Deployed a digital portal and designed an interactive video helping customers to self serve their accounts, as well as introduced web chat and 2-way SMS, in addition to traditional telephony channels

Value delivered:

42% CX increase

28% uplift in performance

36% increase in digital engagement

100% client audit pass rate

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CASE STUDY 2: GLOBAL UTILITY PLAYER

Client Business Problem:
Client was facing a significant increase in market share via M&A
Needed additional FTE with sufficient skill & knowledge
Wanted enhanced engagement tools to lower cost to serve

Our Solution:
Created a full “white label” solution that allowed client to outsource its overdue accounts at 14 days down
Introduced digital and self-service tools to increase engagement and recoveries, reducing the need for internal capital spend
Implemented interactive video messaging, 2-way SMS, e-mail templating, bespoke web portal and live chat.

Value delivered:

£1m Annual run rate saving

29% Reduction in back-office processing time

25% Reduction in manual intervention

57% Improvement in customer experience

5 Labour intensive manual controls fully automated

3 month Rapid deployment approach