‘E’ SOLUTIONS: The next step in Customer Service and Treating Customers Fairly


‘E’ SOLUTIONS: The next step in Customer 
Service and Treating Customers Fairly

Award-winning Zinc Group announces the next step in its continued push to achieve the ultimate towards ‘treating all customers fairly’

Zinc Group is a multi-award winning company, currently partnering a number of blue chip organisations in their credit control and receivables management functions. Zinc’s solutions have been designed to dovetail into clients’ in-house processes as an integrated credit control function. Zinc is uniquely positioned to partner public sector clients to deliver comprehensive, efficient and effective ‘end-to-end’ credit management solutions. Zinc has the capability, capacity and expertise to deliver a ‘best-in-class service’ for all creditand debt management services. Zinc is fully compliant with all legislative and regulatory requirements and has recently added live interfaces to accommodate treating customers fairly and complaints’ procedures as part of its contact strategies. Of the calls on the dialler, 100 per cent are recorded and dropped calls (silent calls) are measured against the latest OFCOM percentage requirements.

ETHOS

Zinc’s ethos is built around recruiting and retaining the most experienced staff in the industry. This ensures that the company delivers and sustains a consistent performance. All clients have key performance indicators and service level agreements embodied in all aspects of their work. Zinc has recognised that clients are being challenged to collect overdue accounts in a prompt, professional and compliant manner. With clients constantly having to balance this with the need to maximise cash owed to them, whilst embracing the overarching principles of treating the customer fairly. Zinc Group believes it is important to recognise the principle of ‘treating all customers fairly’. The 95 per cent of customers who pay to terms should not be penalised for the five per cent who have the ability but show no intent of paying.

TRADITIONAL METHODS

The traditional methods of letter and telephone is simply not working. You just have to check your dialler statistics to see that the current ‘right party connects’ is getting lower and lower. Continuing down this strategy will not give your clients what they want in the future.

Continuing down this strategy will not give your clients what they want in the future.

Zinc has recently introduced a ‘multi-channel collection service’. This is done by engaging with Zinc through a dedicated web-portal, on their mobile, tablet or computer.

CUSTOMERS TAKE CONTROL

A simple log-on will give customers the ability to take control and offer a payment conducive to their ability at that moment in time: some examples are: if they have a dispute or wish to interact without feeling under pressure. If they have a disability that makes it uncomfortable for them to speak to someone, they can engage with ‘Zinc Chat’, an e-commerce service providing a range of tools for overdue customers to use.

Zinc Group believes it is important to recognise the principle of ‘treating all customers fairly’. The 95 per cent of customers who pay to terms should not be penalised for the five per cent who have the ability but show no intent of paying

It is user-friendly and embraces the principle of ‘treating all customers fairly’. If an overdue customer with the ability to pay but no intent does not respond to this ‘multi-channel collection service’, Zinc then deploys a unique ‘three brand’ contact collection strategy. That moves the overdue account through the full collection cycle without the client needing to recall the account. If this leads to a more serious situation, Zinc’s ‘multi-channel collection service’ with the tools associated gives clients the option to consider enforcement. This is something they may not have felt confident in deploying with passive letter and telephone techniques.

VISION AND COMMITMENT

The commercials are also compelling because the overdue account completes the full collection cycle at the ‘one stop’. Clients can see significant savings over traditional multi-DCA collection cycles. It is this vision and commitment that sets Zinc apart from any of its competitors.

INVESTMENT

Zinc has made significant investment in a number of key employees who are industry experts, allowing them to add real value to partners by understanding their commercial compliance and governance requirements, in the industry sectors in which they work. Having invested in premises, people and technology, the company is now creating long-term relationships within both the private and public sector. They have no burden of purchased debt, no external investors to detract focus on delivering client performance. Ownermanaged allows Zinc Group to make and implement decisions quickly.

Zinc is proud to have been awarded the Best Consumer DCA in 2010 this coupled with the Best Commercial DCA in the Credit Today awards 2012. Making Zinc the only DCA in the UK to have won both of these titles. The company picked up another award for the Best Use of Technology at the 2013 Credit Today awards for its innovative customer ‘self-service hub’ WeWantToSayYes.co.uk.

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