Helping our clients
We focus on financial services debt, holding a place on all major financial services panels and buying from all major banks in 2014. We have also increased our forward flow business.
Winner of Compliance Team of the Year for the last five years, we scored top marks in the Credit Services Association’s Collector Accreditation Initiative and won a coveted Customer Experience Award in 2014. We are the only debt purchaser to have achieved the Gold rating from Investor in Customers for the last four years.
Our clients’ trust is built on this track record. Treating customers sympathetically and fairly is an integral aspect of our business, resulting in low payment break rates and an 85% customer satisfaction score. We undertake 97% of our collection in-house, using leading trace and litigation capabilities as well as our state-of-the-art technology system CreditSolve.
Our accuracy rate in predicting collections has been in excess of 99% over the last seven years and we have strong analytical capabilities. Our dynamic account strategy shows a clear link between activity and collections, using intelligent account prioritisation.
Recruiting, developing and retaining our staff is critical to the success of the business. Every employee has a tailored development plan to enable them to grow and improve in our industry-leading collector training programme.
In 2013 and 2014 we achieved Best Companies One Star accreditation, based on engagement surveys completed by our team.
Staff turnover is extremely low, as is our market-leading complaints ratio: 0.0004% of accounts managed.
Market-leading compliance and ethical standards are integral to the way we conduct our business. We are always looking for ways to evolve, to give more help to businesses and customers.
In September 2014, we won the Credit Services Association Collector Accreditation Initiative award, given to the company with the highest average score in industry-wide compliance tests. This follows five years of winning the Compliance Team of the Year Award, our enviable three star Investor in Customers status and Customer Experience Award win.
1st Credit offers experience, quality and a truly ethical approach to collections.
Our proprietary host platform ‘CreditSolve’ allows us the flexibility and scalability to implement collection strategies specific to individual portfolios as well as ensuring the security of our data. Skills-based routing ensures customers always speak to the right person.
We use voice analytics and are developing enhanced digital collections services including natural speech text message responses, web chat capabilities and superior online payment facilities.
In a pioneering project we are developing mobile payments solutions so customers can manage their accounts from mobile or tablet devices. Ongoing investment in state-of-the-art IT infrastructure means 1st Credit can continue to grow and develop.