In Focus Collections
A pragmatic and positive approach
One company is looking to the future with an eye to building true partnerships, both with their clients and their own people
The credit and collections industry is clearly facing a number of important issues, but there are some who will take a practical and positive approach. So ahead of CCRInteractive: the Big Debate, CCRMagazine was able to sit down with Niall Gilhooley, chief executive of main sponsor Ascent Performance Group, and explore some of these key issues.
Digitisation Niall is quick to observe that the rate of progress at the front end on customer acquisition strategies – with ever improving speed and accessibility of services and products – is automatically feeding into an expectation of continuity of service delivery at the back-end. This is particularly true of collections and
recoveries, and keeping pace with this is the challenge for all suppliers. But it is a challenge that he feels that they
are in good shape to meet, with a practical and pragmatic approach. “It is important to make it a journey of
continuous improvement, not a destination or search for perfection, as requirements change so fast,” he says. “We are certainly challenging ourselves to
provide a digital-service experience, though what is left when you take the self-serving customers out will present a challenge to all businesses. The current variation and pace of tasks within the manual driven workforce will change and that will also present challenges.”
Culture and engagement The industry is learning that, even with all the best technology available, true success is not possible without having the right culture and employee engagement within the business. Ascent consider that they are putting
more focus than ever on the culture of their organization. Clients want to know about the culture within supplier organisations, and they want to know what type of organisation will be acting on their behalf, with their customers. Niall believes that there are significant
benefits to all this work, in terms of improving the ability to attract, motivate, and retain the best people. “Culture has a significant value closer to
home,” he says. “If you want to attract and develop the best people you can – aligning to the theory of creating the most engaged workforce will deliver the best results for your business and that includes for your clients and customers – it is something that you need to work hard at all the time. “Culture and engagement is not just
about feel good factors like ‘dress-down Fridays’, or ice-creams and pizzas, but rather it is much more about creating an environment where individuals have an element of choice and control in their daily work. “It is about ensuring that individual
competence levels are progressing and confidence within a role is always building, and that our people know that they are
Ascent performance group
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Culture and engagement is not just about feel good factors like ‘dress-down Fridays’, or ice-creams and pizzas, but rather it is much more about creating an environment where individuals have an element of choice and control in their daily work
participating in something that is part of a bigger plan, and that the business is moving forward.”
Oversight It is clearly, and understandably, the case that, in a landscape where the spotlight is always on compliance, it follows that clients will want to keep a steady view of how their suppliers are acting. Niall tries to take this reality in his stride. “Client-oversight models for suppliers are
well developed and robust now, and have settled down to become the ‘norm’. The sustainability and robustness of the service and supplier organisations will be a focus area for the future. “The market has reshaped to this in large
part over recent years through consolidation and graceful exits, but looking forward the spotlight on this area will increase – and I would expect more consolidation and rationalisation in the next 12 months!”
October 2018
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