Tag Archives: Core customer focussed values

The latest technology enables Wescot to exceed customers’ expectations

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Wescot Credit Services is a market leader in the customer collections niche. Wescot Credit Services has particular expertise in the areas of customer tracing, outsource services and debt recovery activity. Wescot has carried out work for clients from a wider range of business sectors. These include utilities, telecoms, retail, banking and personal finance. Wescot Credit Services has also completed work on behalf of various local authorities.

Wescot Credit Services has always been quick to adopt the latest technology to enhance the service it provides for clients. A good example of this can be found within the company’s tracing service. The bespoke trace process utilised by Wescot ensures that the information it holds is as accurate as possible. The company also employs a highly experienced locate team to deal with the varying levels of validation required in today’s market.

wescotRecently, these resources were put to good use in a project on behalf of one of the UK’s leading insurers, Swift Cover. Swift was ordered to carry out a remediation exercise, which involved making a relatively small refund to approximately 2000 former customers. These customers had to be tracked down. Swift realised that it did not have the resources to carry out the searches itself. Wescot Credit Services proved to be the ideal choice of agency to complete the task. Within a matter of weeks, Wescot had managed to exceed Swift’s expectations by tracking down 80 per cent of the customers. This was a far greater number than Swift had expected to trace.

Technology is also utilised to great effect by Wescot when it comes to its collections service. The company has invested considerably in inbound telephony and outbound dialer technology. This means that the three Wescot offices based in Glasgow, Saltcoats and Hull combine to form a virtual call centre. As a consequence, customers are able to speak to Wescot Credit Services representatives at a time that’s convenient to them. Whilst technology is extremely useful, Wescot is extremely careful not to breach any regulations concerning communications and data handling. As such, Wescot complies fully with Ofcom requirements concerning predictive dialing. The company is also careful to ensure that the regulations governing the security of credit card data are fully adhered to. An emphasis on compliance across the board helps to ensure that the reputations of clients remain intact.

Wescot appreciates the value of technology for a customer-focused outlook

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The UK-based collections agency Wescot provides a superb example to other companies when it comes to compliance and treating customers fairly. Wescot was one of the sponsors for the 2013 Money Advice Scotland conference held at the Crown Plaza Hotel in Glasgow over the summer. The aim of Money Advice Scotland is to act as an umbrella group for the many companies and independent bodies that offer free, impartial advice for the people of Scotland.

For anyone familiar with the Wescot ethos and business model, the company’s involvement in the Money Advice Scotland conference comes as no surprise. The emphasis of Wescot is very much on treating customers fairly. Wescot recognises the very important work that Money Advice Scotland does in providing impartial advice. Wescot is well aware of the fact that customers ought to be entitled to expert advice in order to help them with their repayment strategies. In turn, this assists both Wescot and its customers in reaching appropriate and fair outcomes.

The way in which Wescot operates demonstrates its customer-focused approach. The company started out in Scotland over 30 years ago. Since then, it has grown considerably. Wescot employs over 650 staff across two offices in Scotland and one in Hull. It provides services for household name companies in the telecom, utilities, banking and retail niches and also for local government. Wescot operates a round the clock service – thanks to a 24-hour virtual call centre. This means that customers have the opportunity to make contact with the company at a time that’s convenient to them – rather than being confined to standard business hours.

WescotThe Wescot website is also geared towards providing customers with all possible assistance. It includes a facility enabling customers to make a payment online. Alternatively, customers have the option of making payments by telephone. Other methods of payment include Direct Debit payments, PayPoint outlet payment or else payment by cheque. The website also provides a comprehensive questions and answers page. It sets out very clearly the options open to the customer for discussing and negotiating payment.

Wescot appreciates the importance of ensuring that its representatives are trained to act in a completely professional manner. Wescot also ensures that the data it holds on its customers is as accurate as possible. This is done in partnership with Experian, a global data management company.

Wescot Credit Services | Core customer focussed values

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Debt collection is part and parcel of running a business. It is not a pleasure to chase people that owe money, but it is necessary to do everything that is possible to understand why the customer hasn’t paid and to work with them to find a position where they can repay the monies that they owe. Where such activity is required, this where you need to turn to experts like Wescot, who rehabilitate your distressed portfolios through their wide range of products and services.

Choosing a debt collection agency to advise, support and deal with business debt is the preferred option of millions of UK companies, and this is where Wescot fits in. Wescot are a well-established organisation offering debt recovery services to companies of all sizes. With forty years in the business, they know their stuff, which is why they are currently one of the largest debt collection agencies within the United Kingdom today.

Wescot has strong values and ethics, and treating customers fairly is always their number one priority. With a workforce of 650 over three sites spread across the UK (Hull, Glasgow and Saltcoats), Wescot go to great lengths to ensure they do business in a scrupulous manner for all concerned.

Their values encompass five key points; professionalism and quality, growth and people development, productivity and efficiency, top class customer service and green credentials.

For Wescot, providing a high standard of service is paramount, they take quality assurance seriously and they constantly review their client offering to ensure they provide the very best professional products and service.

The staff employed at Wescot work in a positive environment which encourages everyone to make valuable contributions to the growth and future success of the business. By offering a great packages and on-going training, employees have plenty of opportunity to grow with Wescot.

Happy staff working in a motivated environment ensures that Wescot can achieve high productivity levels that are delivered efficiently. Good performance increases performance for clients leaving staff feeling fulfilled, satisfied and consumers happier with a debt repayment plan in place that is sustainable to their needs.

Wescot Credit ServicesWescot has had the lion’s share of debt recovery business in the past and they strive to make sure they retain this enviable position in the future. As the credit industry evolves, Wescot are keen to provide a great customer service through building and maintaining trusted relationships with their clients.

Looking after the environment is everyone’s responsibility, and Wescot recognise the importance of increasing their green credentials by putting certain measures in place to recycle and play their part in caring for the planet.