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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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

More Info

Customer Service

How we serve this sector

Customer Service

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Corporate

How we serve this sector

Collections & Recoveries
Business Processing

More Info

What We Do

Collections

Collections & Recoveries

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

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

Slide

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

Latest News

Zinc Strengthens Its Position

Zinc Hires New Head of Decision Science

Zinc Announces New Partnership

Accounts Managed

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Trusted Client’s

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Client Satisfaction

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Cash Collected

0 Billion

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Sectors we work in

Banking

How we serve this sector

Telecoms

How we serve this sector

Utilities

How we serve this sector

Customer Service

How we serve this sector

Corporate

How we serve this sector

What We Do

Case Studies

Latest News

Zinc Strengthens Its Position

Zinc Hires New Head of Decision Science

Zinc Announces New Partnership

Latest Documents

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