We strongly believe that behind every account in arrears is a person with a story which we must be understanding and sympathetic towards.
Despite all our cutting-edge technology, processes and systems it is the empathy of our staff that is our strongest asset. Debtor management isn’t a pleasant process; we are often contacting people at a stressful stage in their life and asking for money.
Our staff all understand this, we put many hours of training into helping them cope with these situations, and we are immensely proud of how well they conduct themselves ‘under fire’. First Locate staff all see their roles as a positive role helping and not judging.
In organisations with a high volume of transactions or large customer base, it is inevitable that a percentage of accounts will slip into arrears for a variety of reasons. First Locate are an experienced and sophisticated outsourced resource that can be brought in to prevent early ‘wobbles’ spiralling out of control.
While we prescribe catching debtor accounts early, sometimes that isn’t always possible and more comprehensive methods are required to bring accounts back into line. First Locate already have the tools, technology and trained staff in place to manage and process payments and manage the resulting agreements cost-effectively.
First Locate recognises that issues involving debt are more common than ever before. Many customers can find themselves in an extremely vulnerable position without fully understanding the potential risks involved through no fault of their own.
As a business, it is crucial in these situations that we do the right thing and help customers navigate the issues they face. To do this, we ensure that customers are always treated fairly and that both affordability and mental wellbeing are assessed. By doing this, we can be confident that the solutions we provide help customers find a way out of the difficult circumstances they are in.