Credit Management

A comprehensive end-to-end solution for collecting outstanding revenues

Improving the cash-flow of our clients’ businesses

Sigma offers a range of credit management services for the collection of debts, from early stage collections through to late stage collections panel management and debt sale brokering. Some clients engage us to manage the entire end-to-end process whereas others will utilise different aspects of our service offering in tandem with their own internal resource to deliver great results.

Services typically involve the provision of dedicated teams of specialist customer advisors conducting a range of outbound and inbound dialling campaigns – but are always tailored to meet the individual requirements of each client.

Early arrears collections

Our core service offering is the provision of dedicated Customer Advisors that are specialists in collecting revenue at an early stage of the arrears process. The bulk of our work in this area is conducted on behalf of Energy utility companies and is done so on a ‘white label’ basis.

The prevailing economic climate continues to squeeze the finances of many consumers and the ability to identify and manage customers which may be vulnerable or in financial hardship is crucial in ensuring that outcomes are appropriate.

Benefits:

  1. Collections Performance - We have had considerable success for our clients achieving up to 30 times Return on Investment and making a significant contribution to helping them achieve internal budgets and targets.
  2. Customer Satisfaction – Our Customer Advisors are focused upon ensuring that customer outcomes are fair and appropriate at all times and that the customer journey is positive at all stages of the collections process. We have consistently improved NPS figures for our clients versus internal collections teams.
  3. Flexibility – Each contract is bespoke and we work with our clients to tailor our service delivery to meet their requirements exactly. Together, we consistently develop and improve the service and can react quickly should changes need to be made or rolled-out (for example updated staff training or product development).

Ad-hoc revenue driving campaigns

Many of our clients wish to experiment with a range of revenue driving campaigns which may initially flow from their internal “War Room” meetings focussing on reducing debt levels. Sigma is able to provide a team of highly experienced customer advisors, capable of working on an array of bespoke campaigns which might ordinarily sit outside of an early arrears or customer payments team. The team provides valuable additional resource for the client and allows the client to test various strategies that may have a positive impact on debt flows and provision reduction.

Typical campaigns we have worked on include:

  • Outbound meter read campaigns
  • Contacting customers who have not been billed for a period of time
  • Contacting customers who are either in the process of leaving or have already left with outstanding balances
  • ‘Pre-bill’ contacting of High Invoice customers to prevent bill ‘shock’
  • Pre-alerting Direct Debit reassessments
  • Courtesy calling customers with previous late pay history
  • Dedicated “Problematic” area campaigns
  • High balance debt accounts, litigation assessment

Benefits:

  1. Revenue generation – We have had significant success in helping our clients reduce debt levels and boost revenue
  2. Complaint reduction – By engaging with customers early in the billing process, we have been able to reduce the volumes of customers’ complaints often caused by “Bill Shock” or Direct Debit reassessments
  3. Customer retention – Campaigns are highly targeted and focused on engaging and communicating with customers. The result is a reduction in customer churn.

Late stage panel management

For a multitude of reasons, some customers may not engage during the early arrears collections process but that does not mean that these customers’ accounts should be written-off. A targeted and professional approach to these accounts can yield positive collections results whilst at the same time ensuring that customers are treated fairly and that payment arrangements are appropriate given each individual customer’s circumstances.

Sigma is experienced at managing expert panels of Debt Collection Agents who specialise in collecting differing types of debt. We assemble, audit and performance manage panels on behalf of our clients, ensuring that the customer journey is at the forefront of any collections process.

Benefits:

  1. Collections Performance – Sigma’s panel management services typically deliver an uplift in performance of between 15 and 20% over internally managed DCAs
  2. Quality Assurance – DCAs are audited and selected based upon their experience and expertise within particular segments of debt.
  3. Robust MI – MI produced delivers timely and accurate feedback regarding the late stage collection process. Forecast recovery curves can be used to help with budgeting.

Debt sale brokering

Many businesses may choose to sell their debts at varying points along the collections lifecycle. It is an opportunity to generate revenue within a short period of time when compared to utilising a long-term internal and external collections strategy.

Sigma has considerable debt purchase experience as both a buyer and a seller and can help with the sale process: Segmenting, scoring and packaging debt portfolios; approaching potential purchasers; handling and negotiating the debt sale.

Benefits:

  1. Behavioural Scoring Engine – Sigma has a sophisticated scoring engine and an in-house data analytics and pricing team. This helps to ensure that the sale price is maximised for the seller
  2. Eases the sale process – We will manage the entire process, freeing up valuable internal resource
  3. Speed – the sale process can be completed quickly; within 4 weeks
Redditch Office
Grosvenor House
Prospect Hill
Redditch
B97 4DL

Birmingham Office
McLaren
46 The Priory Queensway
Birmingham
B4 7LR