Smarter not harder
‘Informed decisions’ is the core thought of how the business should operate and as a priority, we enhance our expertise in this regard with the recruitment of seasoned business intelligence managers to develop insight and application to our working practices. The new management team conducted a fundamental review of the customer experience and this is where the business has truly set about establishing a very different journey for our customers.
Customer centric
With the help of our front-line collection negotiators and insight from a leading credit card advisory firm, the management team implemented a customer loyalty programme in late 2009. The programme was focussed on giving something back to the customer whilst encouraging payment adherence. The collectors wanted a positive tool to help customers engage with them. The results have been astonishing. At the same time we have focused heavily on developing our self-service channels, offering full web service options to our customers since June 2009. Again the philosophies of letting the customer choose their preferred method of engagement are the catalyst of change.
Aktiv Kapital believes that our focus as a debt purchaser is to repair the fractured relationship that for a number of reasons occurred with the original creditor. We see these customers as the financial institutions saw them when they first walked through their doors. Our strategy as a debt purchaser is that we must take a longer-term view with our customers and that we want to provide an experience to a customer that is unique in this sector but familiar to customers in their every-day dealings, say with major retailers. After 10 months of development we have fully transformed our collections approach to our customers.