Call Center Collections Process Overview
This process flow outlines the steps involved in call center collections, including payment, non-payment scenarios, and electronic handover to attorneys for obtaining necessary documents. It also details the tracing agencies involved, costs associated with the process, and repayment rules for debtors.
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Presentation Transcript
Process Flow: Call center Collections (Sweeper) Payment Payment Payment Non-Payment AC (TT1,2,3) pack 1. Electronic handover to GVDM Attorneys Outsourced to NTC to obtain AC (TT1,2,3) pack Call center collections Positive employment confirmation Non-payment No AC (TT1,2,3) pack External employment confirmation Non-payment Restart Call center collection process Negative employment confirmation Close & return to client as negative VSD Available Payment Methods: 1. DEBICHECK (TT1, TT2 & TT3) 2. WEBSITE PAYMENTS 3. EASYPAY 2
Tracing Agencies: Matters identified for the AC (TT3) process are outsourced to National Trace & Collect to obtain signed documents National Trace & Collect originated in July 2017 from Legad (Pty) Ltd rendering a service to GVDM Attorneys nationally from 2007 to 2017 primarily to schedule personal debtor visits for payment arrangements/AOD. The company s head office is situated in Nelspruit. National Trace & Collect is registered at the Council of Debt Collectors (Ref Nr: 01055478-17) and they consist of 41 tracing agencies nationwide covering the following areas: -Thabazimbi -Limpopo -Western Cape -West Coast -KZN Midlands -South Free State -Secunda -Gauteng -Free State -Bellville -Eastern Cape -Paarl -Witbank -Richards Bay -Vaaldriehoek -East London -Mitchells Plain -Alberton -Pretoria CBD -Zeerust -Mabopane -Pietermaritzburg -Sabie -Bapsfontein -Durban -Pinetown -Ladysmith -Graaff-Reinet -Mthatha -North Coast -West Rand -Johannesburg -Ermelo -Mamelodi -Kuruman -White River -New Castle -Mabopane -Barberton -King Williams Town -Phalaborwa These agencies consist of 100 agents all registered at the Council of Debt Collectors. Tracers have an average of up to 10 years industry experience 100 terminals are currently allocated to tracers nationwide. 3
Cost Associated With AC (TT3) Process: The fees related to the AC (TT3) pack amount to R500 excluding VAT and consist of the following documents: 1.AC mandate 2.AOD 3.I&E The cost of the AC (TT3) pack to be equally divided between GVDM Collections (Pty) Ltd and client as follows: GVDM Collections (Pty) Ltd @ R 250.00 excluding VAT Client @ R 250.00 excluding VAT Commission on payments received remains as per SLA. 4
Re-payment Rules: 3 x Pre-created instalments: Calculated based on handover amount, running interest & original client instalment. Lower instalment offer accepted by GVDM Attorneys only based on client mandate. Minimum instalment R150. 1st instalment payable within 60 days from date swiped. 1 x Settlement pre-created instalment: Calculated based on current balance and SLA mandate. Payable within 60 days of date swiped. General information: Terminal will only allow pre-created instalments as per the above unless a reduction is approved by GVDM Attorneys. Payment/arrangement Sms sent to debtor. Full AC follow up process in place for unsuccessful payments. All unsuccessful arrangements are automatically broken and and re-worked. 5
Success As Per Success As Per Intecon Intecon Service Provider: Service Provider: 6
Treatment Of A Failed AC: Lower instalment offer via AC (TT1/TT2) based on affordability Double AC (TT3) payment for the following month Unsuccessful AC (TT3) payment Contact debtor to follow up on pmt. Payment moved to end of ACOL (TT3) contract VSD 1. Notification from Intecon via Allps-I system. 2. Telephonic communication with the debtor. a) Reason for non-payment. b) Discuss affordability. c) Alternative arrangement via telephonic mandate. Returned to client as negative Refuse to pay/co- operate. 3. Email communication. 4. EasyPay payment option. 7
Complete Trace pack (AC,AOD,I&E) i.e. various collections options + halts prescription. Benefits Of AC (TT3): Activation due to personal visit and one on one meeting. Debtor control pin authorization. 8
Limiting Risk Measures: Multiple documents confirming AC (TT3) offer. Continued contact with the debtor after successful swipe. Agent registered at the Council of debt collectors. Agents supplied with an appointment letter with registration number and photo identification from both National Trace & Collect and Intecon. Portable device linked to specific field agent and registered as such with Intecon. 9
Collection Service Providers: Successful arrangement Mercantile Intecon 10
