CUSTOMER CARE
Your customers come first
Human collections = better outcomes
Increase engagement
Personalised by machine learning: Connect with every customer through their preferred channel, at just the right moment, with supportive and engaging messages.Self-serve made easy: Customers shouldn’t have to pick up the phone if they don’t want to. With our Collect solution, 86% prefer to manage their balance through our online portal.Faster liquidation
Omnichannel: Empower customers to connect, seek support, and manage their debt in real-time through their preferred channel. Flexibility: Sustainable options for every situation, including fully customisable payment plans.Reduce complaints
Helpful, supportive conversations: Our warm and friendly team is trained to connect with each customer - focusing not just on what they say, but how they say it. Great experiences: Our agents are recognised for delivering excellent customer outcomes, with success measured by 5-star Google reviews.
Identify vulnerabilities, faster
- Proactively flagging customer accounts in need of support, fast-tracking them to specialist attention.
Identification and escalation
- Over 225 high-risk words in customer interactions automatically flagged
- Clear signposting to advocacy and specialist services
- Fast response times, including 1 minute for live chat and voice
- Daily reviews of at-risk interactions flagged to our specialist team
Support and flexibility
- All team members trained to identify customers showing signs of vulnerability
- Affordability assessment in specific regions
- Flexible payments to fit individual circumstances
- Easy for customers to adjust arrangements, depending on their situation
Had the pleasure of speaking with Ged Franco this morning on the InDebted Online Chat. He was super friendly and very helpful, and was able to assist me with me query quickly. The team at InDebted have always offered superb customer service whenever I have had to deal with them.
My experience was uplifting and rewarding. I received a call from Mr. Aaron Craig, regarding my delinquent payment. I explained that I was experiencing a financial hardship, to which Mr. Craig was very polite, courteous, understanding and considerate. He went above and beyond in finding the best solution to help resolve my issue. After speaking with Mr. Craig, my spirit was lifted and I felt reassured that things would get better.
Angie was great!! She helped me set up a customized plan to pay off everything. She didn't try to mislead or trick me into anything. I appreciate this company for their honesty and great customer service. This needs to be the middle man between collections and the consumers.
Specifically, the operator in my case was exceptionally professional and kind. He found the solution to my request and accompanied me throughout the entire process. It makes a difference... because many collectors do not have these qualities. Much more than excellent. Thank you Angie B.
Absolutely! Customers can speak to our team via the channels available in their region. For example, in Australia customers can reach our team via SMS, email, phone and livechat.
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. Every course lives in our digital knowledge base and they’re each rooted in our core customer value: inherently customer obsessed. All training material is reviewed and updated regularly, and covers everything from compliance, data security, hardship & vulnerability, and so much more. The end result? A team full of empathy and awareness, who are cross-trained to support all customers, whatever their needs.
Our specialist training is also paired with rock-solid Quality Assurance (QA) processes. We score communications against the essential behaviours that are outlined on our QA scorecard, and carry out coaching sessions weekly. Each team member aims for a quality target score of 90%, which then qualifies them for those well-deserved additional incentives. This cycle of training, scoring and coaching forms a backbone that our team, customers and clients can depend on.
Our multilingual agents can speak to customers located in the USA and Mexico in Spanish (MX), and in Canada in French Canadian.
