Operations Management Efficiency

BCSLU has heavily invested in human and technical resources to fully carry out debt collection services. Our debt collection process is driven by a team of well qualified and trained staff under the leadership of equally qualified and competent directors, Operations Manager and team leaders.

The Collection Process

Step 1

The debt collection process begins with receipt of a soft copy of the outsourced file by BCSL from our client. The debtors’ information and details received from our client is reviewed by the Operations Manager and forwarded to the Management Information Officer who counterchecks that all the information required is available. If this is confirmed, the file is then approved by the Operations Manager for upload into the debt collection system (Smart Collect).

Step 2

The verified debtors’ information and details is then uploaded into the collection system and allocated to the authorized collection agents by the Management Information Officer. The agents then proceed to work from the collection system on their allocated files.

Step 3

During the collection process, collection agents are required after the initial call to categorize the accounts in the collection system in either of the two collection status. 1) contactable 2) non-contactable.

Step 4

The Company produces tailor made reports for the purpose of performance management while the client is provided with periodic reports as per requirement.

Collection Timeline

After uploading client files in the system, we send bulk SMS and/or letters to debtors indicating we are third party debt collectors duly instructed and authorized by the client to collect the outstanding debt on the client’s behalf. Then BCSL commences the following actions

Aggressive telephone communication through calls, SMS, email correspondence and desk top skip trace.
Aggressive field visits and demand letters are incorporated into the debt Collection activities.
Final negotiations, final demand letters to debtors, investigations, reports and recommendations to client.

BCSL Calling Script

BCSL calling script is made up of the following processes:

Introduction of the caller
Reason/objective for calling
Negotiation for payment option
Recapping what has been agreed

The Operations Manager and Team leaders usually perform random call evaluation checks using quality assurance evaluation form under the following parameters

Call script- this looks at the opening of the call, verification and closing the call
Resolutions- This looks at understanding of customer questions and or concerns, probing the customer, negotiation skills, product knowledge and information, first contact resolution, urgency, commitment and call handling efficiency.
Call handling- this captures empathy, tone and manner, listening and,
Communication- this involves the language used and call control.

All the above are assigned ratings and ranked as Excellent, Good, Average, needs coaching and training as well as place under performance management.

File Disposal- Recalled Files by Clients

Once a file has been recalled by the client, the communication is received by the Team Leader responsible for the affected file. The team leader reviews the data and forwards the same to the Operations Manager or the director for approval. The Operations Manager verifies the data and forwards the same to the Management Information Officer to further cross check on the same. If no queries arising from the data, he approves the data and forwards to Management Information Officer for closure action. The Management Information Officer performs the following actions in the system.

Goes to the file action option then close the files. This means the files are no longer active in the system and cannot be accessed by account collection
Archived files. The archived files are accessed through portfolio menu then closed
After duration of six months, the IT department archives the data in external archives disk such that the data is permanently delated from the system.
Should the need arise, the data can be produced from the archives upon approval

Operations Management Efficiency