CALL CENTRE OUTSOURCING & CORPORATE CREDIT CONTROL COMPANY PROFILE

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Mervin Jenkins
5 years ago
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1 OUTSOURCING & CORPORATE CREDIT CONTROL COMPANY PROFILE

OUR VISION Through a company which is demographically representative, we will achieve core competencies in the call centre outsourcing & credit management industries in our quest to continuously add

MEET OUR DIRECTORS ANTHONY CHAPLIN BComm, LLB - Natal Anthony is a practising attorney and is a partner at an established Durban based law firm.

2 OUR VISION Through a company which is demographically representative, we will achieve core competencies in the call centre outsourcing & credit management industries in our quest to continuously add value and deliver superior customer service to all our clients. MEET OUR DIRECTORS ANTHONY CHAPLIN BComm, LLB - Natal Anthony is a practising attorney and is a partner at an established Durban based law firm. He has 28 years experience in High Court & Magistrates Court litigation, commercial law, third party litigation and legal debt collections. He has extensive experience in the management of emoluments attachment orders and has provided this service to various national retailers for more than a decade. At CBN, he is responsible for the company s legal department and also manages client support and liaison for key accounts in the collections business unit. KEVIN BEEKRUM BBA, PGDip (Mngmnt) - UKZN Kevin has 18 years experience in the credit management & debt recovery industries; the past 5 years of which has been dedicated towards the call centre outsourcing & BPO markets. He specialises in developing debt management & call centre solutions and has also undertaken various consulting assignments for public sector clients. Kevin is a member of the IOD (Institute of Directors), ICM (Institute of Credit Management), BPeSA (Business Process enabling South Africa) and ADRA (Association of Debt Recovery Agents of SA). He is also a director and deputy president of the Pietermaritzburg Chamber of Business (PCB). At CBN, he is responsible for finance and business strategy. He is currently studying towards an MComm in Entrepreneurship through UKZN. WILLIAM DLAMINI William has a strong ICT background and began his ICT career as a technician with Dimension Data 12 years ago. During 1997, he was involved in a motor vehicle collision, which resulted in him being physically disabled. This incident did not deter William s drive and energy and he pursued his career to eventually become an account manager at DiData (responsible for the public sector). He has an in depth knowledge of call centre software and has been instrumental in commissioning of technology solutions at various call centres in KwaZulu Natal since At CBN, he is responsible for ICT & human resources.

OUR RANGE OF PRODUCTS OUTSOURCING (OUTBOUND) CREDIT MANAGEMENT DEBT COLLECTION OUTSOURCING (INBOUND) OUTSOURCING

marketing Campaign types: Customer service Technology: Outbound dialler, including voice logging, CRM and CRM

Between 10-25 seats Available capacity: Between 10-25 seats Financial services sector Insurance sector Banking

groups Insurance & Financial services Cost structure: Contingency model (CPA : cost per acquisition) Cost

3 OUR RANGE OF PRODUCTS OUTSOURCING (OUTBOUND) CREDIT MANAGEMENT DEBT COLLECTION OUTSOURCING (INBOUND) OUTSOURCING (OUTBOUND) OUTSOURCING (INBOUND) Service: Outbound campaigns Service: Inbound campaigns Campaign types: Sales & marketing Campaign types: Customer service Technology: Outbound dialler, including voice logging, CRM and CRM reporting Technology: Inbound dialler, including voice logging, CRM and CRM reporting Available capacity: Between seats Available capacity: Between seats Financial services sector Insurance sector Banking groups Telecomm & Mobile groups FMCG national retailers Municipalities & Public sector Marketing and research groups Insurance & Financial services Cost structure: Contingency model (CPA : cost per acquisition) Cost structure: Cost per seat (Fixed cost based on fixed disbursements per seat) Based on conversion rates Based on inbound call volumes

4 OUR RANGE OF PRODUCTS (cont) CREDIT MANAGEMENT DEBT COLLECTION Service: Management of current accounts Service: Collection of arrear accounts Criteria : 30 days & over Criteria : 90 days & over Processes: Contact centre strategy using voice, SMS & . Processes: Pre-legal collection tools & legal action (court processes). Approach: CBN is an extension of the client. Account not yet handed over for collections/no legal costs payable. Payments by customer: To pay directly to client Legal costs: None, only capital & interest payable, as account is not yet handed over for collection. Approach: Account is handed over for 3 rd party collections (pre-legal, field agents or legal). Legal costs payable. Payments by debtor: To be paid to CBN Legal costs: Payable in terms of Debt Collectors Act (pre-legal) or Magistrates Court Act (legal). Technology: Contact centre tools Technology: Inbound & Outbound dialler Volumes: High volume campaigns ( ) National clothing retailers National furniture retailers Banks & Finance houses Insurance companies Cost structure: Cost per seat (Fixed cost based on fixed disbursements per seat) Based on account volumes, or Based on call volumes. Volumes: Low volume campaigns (500 & over) National clothing retailers National furniture retailers Hospitals, and doctor groups Universities and schools Cost structure: Contingency model (percentage of successful collections) Based on collections ratio No collection, no charge

5 A VERTICALLY INTEGRATED MODEL OUR VERTICALLY INTEGRATED MODEL Flexible entry/exit for clients Flexible entry/exit for clients LEGAL ACTION Summons Judgement S65 Court Notice Writ of Execution FIELD AGENTS Sign AOD s Sign consent to garnishee order Sign Debit Orders This function involves a pre-legal approach, which attempts to rehabilitate a debtor. We recognise that there is still need to retain the customer and therefore project ourselves as an extension of your credit department. The following resources and methodologies are utilised : The book debt is profiled & segmented using scoring techniques. Credit enquiries are done to determine a person s creditworthiness Letters of demand are issued Telephone calls and/or faxes are ongoing SMS s are used for cellphone reminders Defaulters are listed with credit bureaus Desktop tracing is undertaken to locate debtors Debtors are encouraged to sign repayment arrangements. FIELD AGENTS Flexible entry/exit for clients Demand letters Tel calls Faxes SMS reminders ITC listings Desktop tracing We have a well resourced department of inspectors and investigators who physically visit default debtors. The expected outcome of a visit will be to either: Sign a repayment arrangement (AOD) Sign a Bank debit order Sign a consent to garnishee order(s58) Consult with the debtor to advise him/her of the consequences of not paying. Verify a person s employment situation and/or financial circumstances. ONE STOP COLLECTIONS CENTRE LEGAL ACTION At CBN, we offer our clients a vertically integrated model as a means of offering a total solution in the entire debt collection process : Call centre strategy Field agents Legal action Our flexible entry/exit concept allows our clients to utilise services on only a single functional department; alternatively to allow a matter to evolve through its entire life cycle (under one roof) until it is eventually settled! This is the last resort if debtors have not responded to the above 2 processes. We have the resources to undertake the following: Summons Default Judgement Writ of Execution against Property S65 Notice to appear in Court Warrant of Arrest S58 Emolument Attachment Orders Evasive debtors can also be pointed out to the court messenger using our own field agents.

6 OUR CUTTING EDGE WHY USE US INSTEAD OF OUR COMPETITORS? We are representative of the demographics of our target region and are able to better identify with the needs of our clients and their customers. We offer a vertically integrated solution all under one roof (call centre strategy, field agents and legal action). We have a well resourced infrastructure equipped with the latest ICT, call centre technologies, collection tools, coupled with well trained human capital resources. We are able to offer flexible and customised solutions which best fit the needs of our clients. We believe in synergies and long term relationships with a view to achieving win-win solutions and mutually beneficial outcomes. We are fully BEE compliant with 67% of the company that is owned and managed by HDI s. WE INVITE YOU TO BECOME PART OF OUR WINNING TEAM! Suite 208, 2nd Floor, Wheeler House, Mathews Meyiwa Road (Stamford Hill Road), Durban, 4001 P. O. Box 47210, Greyville, 4023 Telephone: Fax: admin@cbncorp.co.za Web: MARKETING REPRESENTATIVE: Vanessa Sivdeyel

PROFESSIONAL DEBT COLLECTORS

PROFESSIONAL DEBT COLLECTORS CONTENTS Mission and Vision Statement 2 About Us 3 Our People 4 Collection Procedure 5 Pre Legal Procedure 6 Legal Procedure 8 Interest 10 Terms 11 Why Our Clients Choose Us