Responsible collection

We develop fair payment plans and individual solutions for consumers who are facing particular challenges due to their personal circumstances. As a result, we were able to successfully close five million cases of debt in 2022/23 alone.

For us, respectful interaction with defaulting consumers is crucial. This is why in 2023, we introduced a group-wide policy that requires our staff, among other things, to use easy-to-understand language and be tactful. In addition, thanks to technological innovations like service portals and chatbots, we are enabling consumers to manage their payments without direct contact. In 2022/23, as many as 61 percent of consumers were taking advantage of this option. We are constantly improving these services with the help of feedback e.g. from questionnaires.

We want to offer customers and consumers a fully digital process group-wide. In this context, robots, data analyses and artificial intelligence help us tailor our offering to their needs. Examples of this are individual payment plans or approaching the consumer using the channel most suitable for them personally. The keystone of our work is the international collection system Kollecto+, which ensures an efficient process and has already been implemented in eight EOS countries.