Debt Collection

Whatever the economic conditions, a certain portion of your customer base will always be late in paying you. Less than 20% of your customers will default on their payments to you, which can result in real financial difficulties for your company. This means that in more than 80% of the time your challenge is collecting payments from your customers, which may be the result of problems with your company customer management or distribution processes. It is therefore essential to differentiate the solutions provided in order to face these situations.

• Maximize the recovery of debts
• Minimize the rate of customer attrition

Your Expectations

You need a partner who can help you to:

• Quickly put in place a telecollection program adapted to your needs
• Accelerate your customer payment cycle
• Personalize the approach according to the circumstances of each customer
• Manage the payment commitments agreed upon with customers
• Constantly evaluate the effectiveness of programs by using economic models to ensure a return on investment

Teleperformance’s Solutions:

Teleperformance has built its debt collection programs on the basis of continuously evaluating the financial risk of each customer and analyzing the reasons for non-payment. This enables us to implement programs that minimize this risk while developing your relationships with customers.

The evaluation of financial risk takes into account all of the following parameters:

• The amount due
• The age of the debt
• Customer spending patterns
• Customer payment habits
• The types of customers and their potential value during the customer lifecycle

The Management of Debts By Telephone

Our service-minded teams, specially trained in negotiation and the management of debts over the telephone, identify the cause of non-payment as a priority objective in the very first contact.

Reasons for non-payment may include:

• The customer is meeting with temporary or permanent financial difficulties
• The invoice was never received, or was lost or forgotten
• The customer takes advantage of credit terms
• The customer is not satisfied with the company or the product
• The customer disputes the amount of the invoice and may have notified another department
• The invoice has been paid but the company has lost all trace of payment

The first case for non-payment requires an approach that enables an agreement to be reached for the customer to pay the debt over a defined period of time. The other reasons for non-payment will be managed according to the approach set by your company in its customer care and service strategy.

Benefits to our Clients:

A Differentiated Collection Service

Our services are built on the key strength of our skills in data management. The analysis of customers and their potential values enable us to refine the segmentation of your customer base and collect payments more effectively.

A Global CRM Approach

Our collection services are integrated into our global strategy of managing customer relationships and optimizing customer value. Therefore, telecollections is treated as a mechanism for customer value creation in its own right.

Teleperformance contact centers are fully dedicated to debt collection utilizing our CashPerformance program.

CashPerformance offers a debt collection solution, which combines payment priorities and client loyalty by accelerating and maximizing your debt collection with the reinstallation of debtors within their client lifecycle.

CashPerformance also allows you to find the best intervention balance between credit and client-oriented actions and to detect internal and external anomalies, which allows you to anticipate, educate, and implement better debt payment solutions.

The Teleperformance Key Advantage:

The Highest Percentage of Debt Collected