DEBT-IN

Debt recovery from a Durban call centre

Debt-IN, a financial services company in South Africa, specialises in credit recovery and in collecting distressed debt. It was founded in 2008 by young professionals who, according to the company, still own and manage it and who have backgrounds in finance and business. The firm is based in the Durban central business district and runs its own specialist collection call centre, which it says can collect from debtors anywhere in South Africa. It describes about a decade of experience at the time of its current site, and says it has handled debtor book turnarounds of varying size and complexity for retail, private and public sector clients.

From the debtor book to the collection

Work can begin with an evaluation of the client's debtors' journal, so the firm understands the accounts before it contacts anyone. It then carries out the collection itself. Rather than apply one method to every client, Debt-IN says it builds a strategy and workflow around each client's operating environment, with an experienced collections specialist involved in running the account and making sure the agreed outcome is delivered. The firm says its approach is meant to protect a client's brand and reputation while lifting recovery rates and delivering net cost savings.

How its collectors are trained

The company puts weight on its people. Staff go through intensive training programmes and supervised mentoring to build negotiation skills, and the firm says they receive account-specific training, continuing upskilling, calibration and side-by-side coaching. Pay is tied to performance, which the company says contributes to its collection results.

Who it wants to serve

Debt-IN says its aim is to become the provider of choice to reputable lenders and providers of incidental credit across the country, and to medium-sized businesses as well. It offers recovery services to large institutions and small businesses alike, together with credit advice for clients with recovery problems.

DEBT-IN is a South African financial services business that recovers unpaid and distressed debt for lenders and credit providers. Set up in 2008 and based in the Durban CBD, it runs its own collection call centre that can pursue debtors anywhere in the country. Its owners and managers are young professionals with backgrounds in finance and business.

What DEBT-IN does

• Debt collection: collecting overdue accounts on behalf of clients from its in-house call centre.
• Debtors' journal evaluation: reviewing a client's debtor book before collection starts.
• Collection strategy: tailored plans for each client, designed to protect the client's brand while improving recoveries.
• Credit advisory: advice on credit and debt recovery problems.

Who it works with

Retail, private and public sector clients, with debtor book turnarounds of different sizes and complexity. It aims to serve reputable lenders and providers of incidental credit nationwide.

Key facts

• Based in: Durban, South Africa
• Founded: 2008
• Staff training: negotiation training programmes and supervised mentoring