Debt Collection

Robinson Way provides a tiered collection process throughout the UK, operating from a purpose designed call centre in Salford, with an underlying online capability to service customers 24/7, 365 days of the year.

Core services include:

• Contact by lettering, telephony, messaging, email
• Legal lettering by solicitors
• Litigation undertaken by our expert panel lawyers
• Trace
• Home Collection (over 900 self employed Home Collectors across UK and Northern Ireland in addition to a further 625 Chase Solutions Field Agents/Investigators)

We are able to accept debt at any stage of delinquency, from early arrears to post write off, and will design and implement strategies to suit each profile. We also provide telephone support and benchmarking exercises to challenge your own in-house collection operation.

Our advanced Talon© collection system and Data Warehouse are bespoke in-house systems utilising IBM i-Series platforms, providing a data rich environment for delivering and maximising effective collection routines, performance measurement and robust MI for decision-making processes. All our business processes are underpinned and controlled in our BSI EN ISO 9001:2000 Quality System.

The key components of our collection processes are:

• Data interrogation & analysis – address cleansing /validation, telephone number & email penetration enhancement, household and customer characteristics
• Scoring & segmentation – applying the most effective focus and collection strategy to individual accounts  
• Predictive dialling – via our state of the art Concerto ePro dialler, using blend and inbound call routing to our call centre staff, six days a week, including evenings SMS text messaging – stimulating higher contact rates with customers
• Broadcast messaging – automated answer machine messaging utilising the latest text to voice technology
• Bespoke lettering – proven and continually challenged lettering strategies for each debt profile
• Online and and IVR based customer interaction including card payment capture, 24/7
• Audis compliant Direct Debit facilities
• Credit/debit card payments – real time payment authorisation; fully PCI DSS compliant processes  
• Legal lettering – contact is made pre-summons by our appointed solicitors
• Litigation – expert panel solicitors
• Home collection – nationwide doorstep collection service via 900 field agents