The latest technology enables Wescot to exceed customers’ expectations

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.