How compliance is built-in to our third-party solution
Compliance is embedded throughout our technology and operations.
Technology
From the get-go, our Collect solution is designed with compliance at its core. All local regulations and contact limits are embedded into our machine learning and AI technology by code. This ensures that across our operational markets, all collections activity remains within the boundaries of specific requirements.
When customers are referred to Collect, it identifies their location and tailors actions based on local regulations. Whether requirements are by country, federal or state, with different time of day restrictions or contact limits, our solution has all the specifics coded into its infrastructure.
Communications
We invest heavily in ensuring collections communications are written in a way that’s friendly, easy to understand, and helpful. Once these messages have been drafted by copywriters or AI technology, they go through a rigorous manual compliance review before they’re fed into Collect. All communications are also regularly performance tested, to maximise engagement at every opportunity.
Customer Experience team
Our 5-star team manages customer inquiries, supporting those who need a helping hand. To ensure compliance with relevant legislation:
Custom training program
Our custom-built training program powers each of our team members (new hires and seasoned pros) with the knowledge and skills they need to deliver an exceptional customer experience. All training material is reviewed and updated regularly, and covers everything from compliance, data security, hardship & vulnerability, and so much more.
Quality Assurance monitoring
Interactions are scored against essential behaviours outlined on our QA scorecard. Each team member aims for a quality target score of 90%, which is paired with weekly coaching sessions.
Ethical incentives
We’ve built our reward system around integrity and quality, markedly different from traditional call centre methods - where agents are incentivised for reaching collections targets, often in the form of a bonus. For us it’s about celebrating positive customer experiences. We celebrate our team in two ways:
- Exceeding a quality target score of 90% - Top performers in quality assurance and productivity are recognised and rewarded for their commitment.
- 5-star Google Reviews - We match 5-star customer Google reviews with the right person and regularly share these at a company-wide level. Every month these 5-star team members are entered into our ‘Spin the wheel shoutouts’ and the winner receives a voucher of their choice.
Risk and Compliance expertise
Each member of InDebted’s specialist Risk & Compliance team has on average:
- 20 years Risk & Compliance experience
- 10 years collections industry experience
This tenured team consists of experts who focus on each of our core markets, and work diligently to stay on top of any regulatory shifts. They collaborate closely with our Product and Engineering functions to maintain compliance in our technology.
