Our collections approach
We can exchange large volumes of data with our clients
- NDS has managed more than 550,000 matters over the past 12 months to the value of more than R5bn
- We are flexible in how we transfer data to/from our clients
- Automated transfers are the most efficient solution where possible/appropriate
- Exchange of data via flat files or spreadsheets can be managed successfully where necessary
- Whatever the chosen channel, security of data transmissions is of the utmost importance. We take our role as custodians of data very seriously
We design differentiated collections strategies based on the segmentation of accounts
- Initial strategies are designed when accounts are handed over for collection through the use of empirically justifiable analytics
- Strategies are then constantly refined over time to optimise collections for our clients. There is feedback from the actual performance of the collections environment to the strategies, allowing real time strategy modification
- Champion/Challenger techniques are key to this process
We use a range of tools in our collections strategies based upon the needs of different clients and different segments of debtors
- Telephony via our call centre teams
- SMS
- Letters – regular and registered
- Database tracing – combining electronically available sources of contact information
- Field tracing – using a network of agents in the field to find debtors
- Debit orders – regular and NAEDO (non-authenticated early debit orders)
- Legal collections – nationwide coverage
We prefer to collect into a dedicated trust account, but can accommodate collections into our clients’ accounts where necessary
- Collections into our trust account allows for the earliest possible notification to our collections teams if debtors miss promised payments. (If payments are made to our clients there is typically an administrative delay before we are sent the payment/non-payment information.)
- Early notification of missed payments is a critical component of optimising collections for our clients
We have detailed daily management information with which to monitor operational and collections performance
- Detailed daily performance stats down to the level of individual collectors
- Management information enables collections strategies to be constantly refined
Our strategy is predominantly to deploy historically disadvantaged staff and thereby to offer significant job creation and skills development opportunities
- Current staff compliment is 94% non-white and 65% female
- On the job training develops the skills of our staff