CRS have collected outstanding Utility and Telecoms debt for the past eight years working with a number of major Utility Companies both on domestic and SME balances. With more and more customers choosing to find their supplier online and also opting for online billing we believe our strategies, technology and experience are an ideal fit as we and the Utility Sector move into the future.
A little bit about us
CRS are an award winning UK Specialist Debt Collection Agency based in Halifax West Yorkshire. We are a new breed of DCA who use the latest notification methods as Debt Collection tools. We pioneered the use of SMS, Email and IVR messages whilst the industry norm was to use a ‘Letter & Dialler’ approach.
It is because of this that we boast close partnerships with some of the largest UK utilities companies, compliantly recovering in excess of 3 million defaulted accounts. Our systems and procedures have been built to deliver positive collections results whilst protecting your brand and ensuring Customers are treated fairly.
All our content is agreed with you, and all of our clients, in advance to fit in with your culture and compliance approach. Although common themes do run throughout. Our strategies are always designed with a focus on matching consumer trends. Typical procedures involve high volumes of emails, SMS and Interactive Voice Recognition (IVR) calls rather than the traditional cold calling, dialler and lettering techniques that other agencies still employ. This method of communication is perfect for the new breed of customers who are typically tech savvy and used to corresponding in this manner.
Our simple to use online Customer portal is perfect for customers to manage their accounts whenever and wherever they want. It’s responsive design means that customers can use any size screen from a phone to desktop without compromising their experience.
Payments are simple to make for the user but driven by a number of powerful algorithms, that take into account customers affordability, to tailor a personal repayment plan that suits them and more than satisfies FCA requirements. SMS and email campaigns are also developed to direct customers to our ‘Offers’ Module. Voucher codes are given, and inputted, to transact settlement discounts pre-agreed with you.
Having a place for customers to transact payments online is not enough anymore. Consumers expect more. We have a detailed query resolution service in our ‘Contact us’ module which can be amended at client level, as well as a ‘My account’ area where we can display your terms of business and FAQs. Need help? Not a problem, our ‘Help’ module directs customers through the site and signposts them to debt advice charities. Our trained agents are also on hand for web-chat if required.
All responses are managed by our specialist utilities team who are (or working towards) CAI accreditation and passers of our own, stringent, internal assessment programme.