A national third party debt collection agency.

Background

Their clients, who normally use three or more agencies, rank all third party companies, and it is very important to be number one or two in the ranking. The company is fairly young and has grown rapidly in the last 4 years.

The Problem

Measured against other agencies this young growing Company found itself with many inexperienced managers and the inherent problems of rapid growth which eroded customer service and profitability.

Scope and Assignment

Synergetics assisted them in organizational development by providing training and one on one coaching for the management team while improving their operating systems. We developed an organizational structure with roles and responsibilities, and expanded span of control. We also worked with all employees in developing the best-demonstrated practices for the individual collection processes and supporting workflows. These efforts resulted in over 80% gains in effectiveness of new hires.

The Results

A productivity improvement of over 25% in compliance to the FDCPA guidelines returned the Company to a profit position. Most importantly this Company has maintained consistent ranking as the number 1 collection agency with a majority of their accounts and have been able to solicit new accounts in the process which will grow revenue and increase profitability.

Synergetics Installations Worldwide, Inc.

75 Congress Street, Suite 201 • Franklin Block Building • Portsmouth, New Hampshire 03801 • (603) 433-8940