Collections Services

Early-Stage Collections That Accelerate Payments

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Collections

With the growth of unemployment, delinquency rates are increasing. You have enough to do in managing your business with existing resources. If you’re limited in your ability to collect on delinquent accounts, then cash flow and revenue are affected.

Debt collection is a sensitive process that requires empathy, courtesy, and respect for your customers. Our focus on the customer reduces the likelihood that balances will extend to later stages of collection, enhances customer retention, and improves cash flow.

Collections Expertise

A Trusted Partner That’s Easy to Work With

Remove burdens with debt collection operations and retrieve debt while ensuring adherence with industry best practices, cybersecurity safeguards, and regulatory compliance.

Collections

Operational & Performance Success

Our operational and performance management methodologies identify the best agent profiles for collections that deliver outstanding results, such as:

  • Decrease in Defaults
  • Higher Recovery Rates
  • Reduction in Roll Rates
  • Increase in Dollars Collected

Data Insights

Proprietary data analytics help us understand customer behaviors and identify the reasons for late payments. These assist our collections experts in determining the best methods of resolution that maintain customer relationships.

Collections

Certified & Secure

Our dedicated compliance team is on top of the latest certifications and regulations across industries, and a rigorous security framework reinforces cybersecurity and protects data and confidentiality.

Regulatory Testing

  • Payment Card Industry Data Security Standard (PCI DSS) compliance
  • Telephone Consumer Protection Act
  • Fair Debt Collections Practices Act
  • FDCPA compliance for Unfair, Deceptive, or Abusive Acts
  • Fair Credit Reporting Act
  • Office of Foreign Assets Control
  • Truth in Lending Act
  • Americans With Disabilities Act
  • Fair Lending Act

Compliance Checks

  • Cease and desist
  • Attorney retained
  • Extension audits
  • Clean desk policies
  • Calling rules adherence
  • Promise to pay audits

Collections Services

Recovery solutions for first-party collections:

  • Early Stage/Early Out
  • Amnesty Programs
  • Payment Processing
  • Payment Updates
  • Automated Self-Service Payment

Multilingual & Omnichannel Delivery

55 Languages Supported

Onshore, Nearshore, & Offshore Delivery Locations

Inbound & Outbound Voice

Back Office

Proactive & Reactive Chat

CTI-Based Manual

Secured Messaging

Mobile Payment App

Helping Your Customers, One Caring Interaction at a Time

  • The Center of Collections Excellence leverages the SYKES Collection Pyramid and optimizes the agent experience by enhancing human interactions with automation.
  • Training and coaching for collections are designed to help agents successfully manage sensitive conversations with customers and ensure a positive outcome.
  • We maintain a positive brand reputation and valued customer relationships.

Solutions to Meet Your Diverse Needs

SYKESHome™

Tap into collections services empowered by SYKESHome, a work-from-anywhere delivery model that ensures a positive experience while helping customers resolve their debt.

Flexible Staffing

SYKES Carousel Staffing™ provides flexibility with scaling collections programs up or down to accommodate growth.

Technology Solutions

The latest technology solutions enable optimal debt collection operations:

  • Inventory segmentation
  • Strategy implementation
  • Blended inbound and outbound capability
  • Best-in-class detection for do not call (DNC) and answering machines
  • Automated and customized reports and dashboards
  • Real-time statistics
  • CRM integration
  • CTI integration for maximum productivity
  • Prioritized IVR and automatic call distribution
  • Scheduled callbacks

Connect With SYKES

Learn more about how SYKES can help financial services brands like yours adapt and thrive in the digital age.