Tag Archives: employee development

Wescot | Importance of Training to Great Customer Service

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At Wescot, learning and development is a key aspect for the business moving forward. The landscape of the credit industry is changing, it would be short-sighted of Wescot for the company to not devote a lot of time and effort into developing the staff and preparing them for the new strategies necessary to overcome these obstacles. This is in addition to the customer service driven training that all Wescot employees receive upon arriving at the company and continue to develop throughout their time at the debt recovery agency.

Customer satisfaction is one of the main business objectives at Wescot. This goes for their clients, i.e. the companies that are still owed money, as well as the individuals that Wescot are tracking down for remuneration. To this end, there is a dedicated learning and development team at Wescot to ensure that every staff member is on the same page, no matter who a customer talks to at Wescot they will experience a great customer service and knowledgeable reception.

The industry of credit management is facing a turbulent future with the result of the Financial Conduct Authority (FCA) taking over as a regulating body. Companies that operate in this sector, like Wescot have had to adopt new strategies and business models in order to comply with the more stringent rules imposed on them by the FCA. The learning and development department have been busy too, making sure that their training programmes in the future will focus on the new legislation regarding debt recovery. It is only through working together as a team at Wescot that the company will continue to maintain their lead as the UK’s largest debt recovery company.

wescotConstant training and learning is also important to motivating a workforce. The more time that Wescot dedicates to improving the skills of their employees then they will feel more engaged with the company. This translates to a better, more efficient workforce and will contribute to the success of Wescot as a whole.

Mike Rustill is Wescot’s learning and development team leader and he brings a wealth of experience in managing in house training to the company, an asset to a company with so many staff members to keep developing.

Wescot | Debt Recovery Agency Implements Successful Learning and Development

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Training and continued development of employees is one of the key aspects to running a successful business, training encourages two things, first of which is that it makes employees feel more valued by their employer. Secondly, because employees feel more engaged, they are then more likely to commit greater effort to the business buoyed by the recent development. Wescot is a debt wescotrecovery agency from the UK, that have recognised the need for continued development of their staff, not least because of the extraneous pressures placed on the company to update its processes.

While Wescot have already employed a successful team within the learning and development department, to further train their employees in responsible debt recovery and customer relations, they have had to recently update their operating procedures. This has involved changing the training that Wescot staff receive to fall in line with the new laws set out by the Financial Conduct Authority.

Wescot is one of the largest debt recovery companies in the UK, 5 million individual debts are processed through the company’s 650 employees. Because of the high level of operation that Wescot currently performs at, it is important that the company not only retains a high level of training, but they ensure that the training they give to employees will allow them to work with the FCA’s permission. In a large company such as Wescot, it would be easy for employees to slip under the radar and not receive further training. Such is the high quality of the learning and development department at Wescot that this is not the case, it is important for the continued success of the company that their employees feel motivated and engaged enough to do their jobs to the required standard.

In order to cover all the bases, Wescot continually review their agents and their performances are assessed. The learning and development department will then look at the areas that the employees need to work on and develop the training programmes to suit. In addition to helping engage their employees, Wescot are transparent when it comes to what the management team expect of their colleagues when they turn up to work. The management team also take an active role in developing those who are underperforming, being an integral part in Wescot’s learning and development systems

Wescot | Learning and Development for Debt Recovery Efficiency

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One of the most important aspects to running a business is to make sure that each member of staff is trained to the highest standard, in order to conduct business with a certain level of autonomy, carrying out the company’s mission to the best of their ability. To this end, Wescot Credit Services provide their staff with many courses and training days to ensure they act as a true representative of the company. Training has also been proven to increase engagement levels between company and staff; therefore a more motivated workforce is a more efficient one.

WescotWescot Credit Services is one of the largest debt recovery companies in the UK, with offices across Scotland and England; they process over 5 million accounts each year. This high volume of work requires employers to pay close attention and conscientiously process each account with the same high standard as the last. This then is transferred to the clients of Wescot, who constantly put their customers first. A more efficient turnaround on a debt recovery project means lower costs for the client, as well as stronger relations, meaning a high chance of the client returning to Wescot in the future. Learning and development therefore is very important to the company; each employee is entitled to inductions into the company that highlight the company’s strengths and business objectives as well as regular reviews on performance and clear set targets for their continued success.

In addition to being continually reviewed, Wescot Credit Services then offer their employees training in the areas that are perhaps not as effective as in other areas. The Learning and Development team concentrate their efforts on ensuring that their employees are treated with respect when undergoing training, so as to not make them feel disassociated with the company. This again increases the likelihood of a successful debt recovery campaign from Wescot.

Wescot Credit Services also operate a transparency policy on what the management team can be expected to do for the staff. This increases staff morale and shows that there is not such a divide between the management and their delegates. The management team at Wescot take an active role in learning and development of their staff, engaging in review processes and encouraging the Wescot employees to take responsibility for some of their own learning, developing them outside of the office as well.

Wescot / Wescot and Experian Sign Multi-Million Pound Deal

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Wescot Credit Services have announced a new multi-million pound contract with global information services company Experian for data services provision over the next two years. The contract extension ensures Wescot will have access to information, which ensures their ability to better assess customer characteristics and enhance its collections performance. As part of this new contract, Wescot will also become one of the first to be integrated into Experian’s new ExPin platform, a dynamic new initiative which changes the way in which data is matched by issuing each client with a unique PIN number. This greatly reduces the chances of data duplication and improves on both data quality and overall match rates. By maximising the opportunity to retrieve data accurately, ExPin will enable Wescot to gain a far more comprehensive portrait of its customers in order to improve upon the services they receive.

wescotWescot are one of the largest debt collecting agencies in the UK, employing over 650 people across three offices. As an ethical debt collecting agency, Wescot Credit Services pride themselves on following stringent government regulations. In some cases, Wescot have even been instrumental in the formation of the regulations themselves, thus determining the debt collection industry standards. The core focus of Wescot is within the banking, telecoms, utility and retail finance sectors. The valuable debt recovery skills which have been built up by the team at Wescot are increasingly being sought by the public sector. Wescot Credit Services also continue to work closely with blue chip clients, with the aim of bringing about favourable resolutions between clients and individuals who have fallen into arrears.

The strategic partnership Wescot have undertaken with Experian will allow the company to improve upon their collections operating model, by delivering further insight into client portfolios and individual customers. Once the ExPin system has been implemented, Wescot will be able to further enhance their performance on behalf of their clients and deliver favourable solutions to debt management, which are tailored to the individual. Wescot remain committed to adhering to the highest standards of compliance in order to protect both their clients and the Wescot brand.