We are building a “Tool Box” for the Credit and Collections Industry
Visit this page regularly as we will be adding “tools” and “skills” on an on-going basis
Subscribe to our NEWS and we will send you updates as new “tools” and “skills” are added
Please add your thoughts, ideas, and any new industry tools in the ToolBox by sending us an email
The future of our Collections Calls
Put a SMILE to your call and you will be amazed at the results.
Read all about it here
With crisis comes disruption. Businesses must innovate to adapt, but how? Four global senior innovation practitioners presented a webinar to provide an actionable framework that supports organisations in developing an effective response to the global economic disruption. The webinar focuses on innovation and identify next steps for ways businesses can reinvent their products and services to new consumer values. view the recorded webinar
Click on the picture to view and listen to our new eLearning on-line course. The course is developed for the trying times call centre agents has to cope with being “home base” and the effects that COVID-19 has on the consumers’ ability to repay outstanding debt. The course takes no more than 10 days (spending an hour a day) on our eLearning platform. The course is accredited by the Federation of Credit Management and once completed with a score of no less than 70% a certificate of successful completion will be issued on-line. The course fee: R 1,750 ex Vat per Delegate …. July 2020 special only R 975 …... view the course
DEBIT YOUR CLIENTS - THE SMART WAY
Increase your cash flow by running your debit orders through our easy-to-use cloud solution.
EasyDebit Payment Solutions is a payment collection and verification solutions company.
- We enable sustainable business by increasing their cash flow and reducing their risk.
- We offer a comprehensive suite of services that can be set up according to any business' requirements.
- Our speciality is in facilitating once-off, recurring and scheduled debit orders as well as NAEDOs.
Two sessions per day:
10:00 – 12:00 CAT and 14:00 – 16:00 CAT.
Each session includes:
3 x 20-minute talks
and a 45-minute Q&A and discussion.
An exciting free digital edition of a premier client event in South Africa, the Digital Credit and Decision Analytics Conference, is taking place from 1-3 September 2020 and we would love for you to join in.
This complimentary, digital conference pushes the traditional online webinar format by including a full digitally, all-inclusive conference experience, including:
· Digital auditorium for keynote presentations
· Breakaway rooms to explore additional valuable content
· Discussion areas for networking
· Interactive polls, quizzes and competitions
· Flexibility to register for the content you want
· Free to share the event with your teams
DigiCADA is an opportunity for senior executives, managers and even whole teams working in the banking, telecommunications, retail, insurance and financial services industries to understand the credit-related trends that are prevailing in South Africa and learn about the latest solutions addressing key business challenges across the customer life-cycle.
Jacques Lubbe (CEO - Swordfish) with
Kekeletso Ramone (MD - Quality Specialist Hub)
at the conclusion of the transaction.
Swordfish Software Proprietary Limited (“Swordfish”) has acquired ownership of the dynamic Quality Assessment (QA) Software- “CallDesk” from Quality Specialist Hub Proprietary Limited. CallDesk addresses the end-to-end QA needs, it found its origins in the debt collection call centres, but the application will extend to all QA needs in the contact centre environment. The solution is scalable and therefore, suitable from single users to corporate entities. CallDesk caters for customisable scorecards, random call identification, standardised reporting, queries, complaints and live dashboards. The measurement of individuals within a team and into a group is easy to report and displayed in dynamic performance dashboards. Calibration, coaching and training sessions are documented electronically with notifications to all concerned.
With more companies facing a new reality of having agents working from home, the importance of remote management is evident. At present, physical interaction between humans is a frowned upon and in most cases prohibited, the situation is unlikely to change significantly soon, businesses need to adapt to survive. Swordfish identified CallDesk as a strategic addition to the Swordfish suite of products. As such, Swordfish and CallDesk shareholders started exploring a partnership in January 2020.
Jacques Lubbe (CEO -Swordfish): “We identified the need for state-of-the-art QA software a while ago and when the opportunity presented itself to firstly full integrate with CallDesk and later on acquire the software it was a strategic transaction which aligned with our vision. The fact that Coronavirus Disease 2019 (“COVID-19) and the measures imposed by the South African government to reduce the spread of COVID-19 have changed our landscape permanently supports the decision to address the importance of quality assessment, even more so the ability to manage the process with no face-to-face interaction required. We are excited to integrate CallDesk and offer the capability to Swordfish’s existing and prospective clients that value superior quality assessments in their environment.”
Do you need more info? message us
Johannesburg, South Africa, March 2018 – A ground-breaking judgement in the Randburg Magistrates Court has afforded digital registered communication the same status as conventional registered letters in a case that, for the first time, tested provisions in the Magistrates Court Amendment Act 19 of 2010, the National Credit Act 34 of 2005, and the Electronic Communications and Transactions Act 25 of 2002 (the ECT Act).
Certified Electronic Communication is a type of telematics means whereby a third party, bears witness to the communication. This ensures a complete chain-of-custody validating the communication between parties, as well as the assurance that your messages are tamper-proof. South African legislation (NCA sec 129, and ECT sec 19) allow for ‘registered letters’ to be sent electronically.
Registered Communication is the only company that provide registered digital channels that are recognised by the court in South Africa. We simply use the “track and trace” concept of traditional registered mail and apply it to electronic channels. Our clients receive a certificate showing proof of delivery and the full chain of custody of your Registered email or Registered SMS.
The results are remarkable:
- Increased responses from recipients
- Decreased response time due to digital efficiencies
- Significant cost savings
- Electronic communications are secure, compliant and legal.
- And it’s simple.
Interested in enhancing your career into the broader Credit Management arena?
Course Fees per Delegate ex VAT
- Principals of Credit Management - R 2,750
- Consumer Credit Management - R 3,250
- Trade Credit Management - R 3,250
- Export Credit Management - R 3,250
- Impact of Trade Credit on Cashflow - R 2,750
- Impact of Trade Credit on Balance Sheets - R 3,250
Investing an hour a day, for 30 to 60 days, will see you complete a course.
Your academic and/or practical experience will be evaluated to see if you should start with Principals of Credit Management as a pre-requisite for Consumer, Trade and Export Credit Management.
The skills acquisition will be monitored by means of formative assignments during the course and a final summative assignment at the end. A certificate for successful completion will be issued on-line after completion of each course. All courses are inclusive of 2 months User Fees on the CR eLearning platform but exclusive of VAT.
Articles of Importance
The Compliance Issues - Agents beware
In collections, good call center agents are the best way to increase revenue and activate more accounts. The front line agent’s job is to do collections in the form of instalments. This means it falls to management to teach staff the security risks and PoPiaI compliance requirements associated with credit card transactions.
Employees with high collection goals or busy call schedules can feel pressured. Even top agents might break rules if they don’t know the security risks involved with handling payment card industry data. Management and trainers should explain why agents need to take care with the sensitive card data they handle. This ensures employees understand why procedures exist and why these rules should be consistently followed.
Maintaining compliance throughout your call center is a team effort. It takes cooperation and understanding at every level of the business. Establishing guidelines, maintaining current documents and fostering an open, positive environment are all essential to keeping agents invested in compliance.
The foundation of managing a business is a robust set of policies and procedures. Your documents should be presented during training and clearly explain the guidelines agents must follow, and why. Provide a written document not only for training purposes but to allow employees to refer back any time they have questions.
Your staff is likely a mix of new, moderately experienced and seasoned call center agents. With such varied levels of training, it’s a good idea to present all agents with reminders every few months. This keeps information top-of-mind and reinforces its importance. Oftentimes, employees can become complacent in their daily activities and slip up. Refresher training decreases the likelihood of compliance rules being forgotten.
Of course, everyone makes mistakes. Chances are, your call center will see minor non-compliance issues from time to time. If employees aren’t trained or feel uncomfortable with management, delayed reporting may lead to a data breach.
How management handles compliance and security reporting policies can also impact morale - and future agent performance. Front line staff are in a good position to notice when some policies are out of date or need tweaking. Create an environment of inclusion and respect between call center agents and leadership. This way, staff will feel comfortable approaching you with concerns that may end up benefiting the company.
Also remember that mistakes happen. If an employee clicks a link in a scam email or falls victim to phishing, don’t punish them. Staff that feel scared to report problems may delay doing so. This is when companies are at higher risk of outside parties penetrating internal systems to gain access to consumer data.
The Black Swan Theory
This is a metaphor that describes an event that comes as a surprise, has a major effect, and is often inappropriately rationalised after the fact with the benefit of hindsight. The term is based on an ancient saying that presumed black swans did not exist - a saying that became reinterpreted to teach a different lesson after black swans were discovered in the wild. The coronavirus situation is described as a black swan simply because it did not exit previously and now we have to adapt even our collections calls and strategy to accommodate it.
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LATEST CREDIT REPORT
Identity fraud and theft is an everyday occurrence, you never see it coming. It causes financial stress, puts a strain on you and your family and it can take months if not years for you to recover! Don’t be a victim, sign up to monitor your credit profile for free on ID Hero! ID Hero will monitor your credit profile for positive and negative actions and for any requests made with XDS. You will be notified by email to alert you of activity on your credit profile. ID Hero starts monitoring changes to your personal information within 24-48 hours, and the following changes reflect within 31 days:
Alerts and account notifications:
- New accounts opened on your name
- Property registration changes
- Accounts go into arrears
- Legal actions taken against you
- Suspicious activities that occur related to your ID number
ID Hero leverages the dynamic technological infrastructure of South Africa’s largest locally-owned Credit Bureau. Protection of Personal Information Act compliance. ID Hero is POPI Act compliant and your personal information will not be shared or sold to any third party.
Powered by XDS
The Ultimate Data Group, with a long-standing history in analytical tracing and with reports of impeccable standard, have innovated new ways of taking instructions for tracing matters. In addition to the standard “no-trace, no-fee” approach, Ultimate offers the following fee structures:
* Admin fee per matter – pay a small fee for every instruction to cover basic file costs, and receive a discounted rate on positive trace results
* Pay per trace – pay a heavily reduced fee, whether a result is positive or negative
Tracing Service Level Agreements – enter into a 12-month SLA with us (month-to-month thereafter), from as little as 10 instructions per month up to any maximum with a sliding scale discount. You will not be billed additional fees for any instruction that falls within the SLA. Equipped with an efficient workflow, a strong human resources team, and all the tools to provide comprehensive reports, we look forward to being of service to you. Contact us on +27 11 463 6300 or email us to book a comprehensive consultation with one of our key account managers.
If you want to harness the full power of data to solve your business challenges, then this is your service provider. With AfriGIS Location Insights you get accurate location data that enables you to extract meaningful insights of trends, consumer behaviour, movement and events taking place in the world. Solve your business challenges with AfriGIS Solutions. You can only see the complete picture when the correct Data comes together.
Our AfriGIS Address platform offers you:
* More than 50 million searchable addresses
* SABS and ISO compliant addresses
* Verified, validated & complete addresses
And more... Get in touch with Our Team
The Debt Collectors Act
This course is “must” for ALL new Debt Recovery Agents and Collection Business owners. We cover and concentrate on practical issues that govern the Debt Collector and these are of the utmost importance, both to the business and individuals. Being vicariously liable for the actions of your agents and collectors could lead to a charge of improper conduct in the disciplinary process. Important you stay compliant and avoid penalties.
The course takes no more than 10 days (spending an hour a day) on our eLearning platform. The course is accredited by the Federation of Credit Management and once completed with a score of no less than 70% a certificate of successful completion will be issued on-line.
Per Delegate - R 1,750 ex VAT - Discounts apply if a company book more than 5 delegates.
Bringing e-Mobility to the Field Agent
It is not just for being "out there" to collect.
It is for being "out there" but still be "in contact"
Falcon Software (Pty) Ltd has developed the Falcon App to enable Field Agents and Legal Consultants to manage their meetings with customers and debtors outside the office.
Falcon Software is a member of the FutureSoft Group of Companies and its App can be used as a stand-alone product or as an integrated solution, linking into FutureSoft’s well-known Excalibur Debt Collection Software.
Use a cellphone or tablet to manage your appointments with the advanced route planner.
Have the customer sign documents on-screen and see them simply synchronise back to your server.
Interested to hear more? Do you need more info? visit us