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In Focus Collections


workers to its highest-ranking executives, focus on quality improvement and, thus, delivering customer satisfaction. Such a brave change in culture tends to


Now do not get me wrong, as they say, compliance is key, but it is not the only key! One must see compliance as a key amongst a set of keys that will enable access to the many doors within the collections building


recognises effective employees and celebrates success. Firms that do not have an all- encompassing quality framework should seriously consider it. I have seen some firms go further by introducing the so-called total quality management model into their firm. Total quality management is defined as a


management framework based on the belief that a firm can build long-term success by having all its employees, from low-level


February 2019


succeed when embraced and championed by the entire management team (especially the very senior managers). l Having the right system, controls and strategy in place. The ability to collect appears to come to some naturally and it has been said that collecting is an art, not a science. Personally, I think it is both. C P Snow,


the British novelist and physical chemist, once observed that “the intellectual life of the whole of Western society is increasingly being split into two polar groups”, he was talking of the differences between scientists and literary intellectuals. As per Victoria Kingston, the historian


and writer, “science embodies the rational and analytical end of human experience, while art comes from the empathic and expressive. Science can prove truths to us, while art can only make us feel them”. To ensure trained collectors succeed in their


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roles, we need the right systems, controls, and strategy that will prove the truths to us. The art of collections is having the ability


to make customers ‘want to pay’, as opposed to ‘pay’. The science aspect naturally deals with


understanding the best time to engage with customers (before or after defaulting), how to proactively identify customers likely to default, the most effective medium of communicating with customers, and the most effective enforcement techniques and solutions.


Conclusion Now do not get me wrong, as they say, compliance is key, but it is not the only key! One must see compliance as a key amongst a set of keys that will enable access to the many doors within the collections building. Let us say the target location within the


said building is the penthouse, one must hold the entire set of keys to open the doors that will lead you into the penthouse. It is all about effectively collecting with integrity. CCR


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