Our Service Dialogue Centre: your telephone line to defaulting customers

A debt can often be collected very quickly and cost-effectively in a direct discussion with a debtor. Therefore, apart from processing collection transactions in writing, our collection specialists also offer qualified processing by phone.

Collecting debts by phone includes detailed discussions (inbound) as well as intensive, targeted outbound activities.

Our collection staff sees itself as a competent intermediary between creditors and debtors. For this reason, we deploy only qualified staff (e.g., bankers, paralegals, insurance salesmen and business economists) in industry-specific teams to communicate with your customers.

Multilingual staff members also provide competent consultation services to foreign debtors in approx. 15 foreign languages.

Selective coaching of our telephone staff and the use of start-of-the-art technologies ensures a consistently high quality and degree of seriousness when handling transactions. The use of state-of-the-art technology, e.g. voice portal with real time interface to our collection systems, electronic interactive support for staff (via Computer Telephone Integration (CTI)) and skill-based routing, ensures that calls will be handled quickly. Based on the latest processing and information status, this gives our call centre staff the possibility of advising callers competently and extensively at all times.

IVR (Interactive Voice Response), ACD (Advanced Call Distribution) and diallers for specific outbound activities ensure automatic call forwarding and fast access to calls. In this way, members of staff with a well-founded know-how of the branch in question provide your debtors with professional and competent service during extended opening hours:

Mondays to Fridays from 7.00 a.m. to 8.00 p.m.

However, our highly professional Service Dialogue Centre can assist you even before a debt is assigned for collection - in a commercial reminder procedure - by implementing an outbound approach to customers who have defaulted only recently. As an option, we can also implement the necessary technical infrastructure.

A personal dialogue by telephone with the debtor will increase your incoming payments and assist you in maintaining and intensifying your customer relationships. Our collection companies' motto is to increase customer loyalty, not to collect debts at all costs.