In early to mid-2016, HGS focused on concentration and structure of collections calls, devising tactics for making the process more efficient. Additional training and focus on techniques were also part of the renewed collections efforts. A new productivity structure was put in place—designed for full inbound cover during each shift; while also allowing agents to outbound dial collection accounts without disruption. Additional staff members, who demonstrated aptitude to push collections forward, were sourced from other lines of business. This opportunity came in at a massive 21.9%—a new record and a result that outperformed the debt recovery team.
HGS beat all collection targets set by the client. December 2015 saw a collections value of £49,919.11, and December 2016 showed a breakthrough spike in collections, to £71,235.888. This is a 43% improvement in collections, demonstrated by a team that is highly engaged with the client and the relationship manager for this line of business.
This partnership continues to show bright prospects. There is a strong collaboration between the Post Office, Fujitsu, and HGS, and this is what ensures all strategies are aligned, with a strong governance, according to Gwilliam. “There is a transparency and seamless engagement that helps to drive these strong results,” she said.