In Focus Collections
“It is about much more than just having
your values,” he says. “You need to go back to the very start – recruiting the right people, and having the right training in place, ensuring that you have appropriate peer support and also the right oversight to call people out if they are failing to live up to the standards that we expect from them.” And it is not all about a large field force,
although the group’s network now extends to nearly 1,000 agents across England, Wales and Scotland. In reality, significant emphasis is placed upon making sure that the back-office work is carried out to a high standard. Learning & Development, Audit, and Welfare Support teams are all a crucial part
October 2015
of the business, which provide the support and infrastructure to the field agents to allow them to do their work efficiently and fairly. It is the kind of work, he considers, where
you will not always see the benefit at first glance, but if you look again at a business which has made over 10 million field visits in the past few years, with very few complaints, then it is a testament to the support that the agents receive. He adds: “You also have to remember
that up to 45% of our court-order payments are now achieved at the compliance stage, without needing to send an agent at all. But that achievement is only possible because there is a clear escalation process in place.”
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Such an all-embracing approach appears
to be bearing fruit, as part of the wider enforcement industry’s continuing efforts to improve standards and outcomes for both clients and consumers. “Traffic on consumer forums relating to
enforcement activity has reduced significantly since the Tribunals, Courts & Enforcement Act regulations were introduced last year. “There is general consensus that the
reforms have achieved their objective – and innovations such as body-worn video cameras are also providing further protections for both our clients and consumers.” A positive thought for a business, and
an industry, that is looking forward to a positive future. CCR
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