I’m launching my very first product!

I blogged last year about our work on VENDO (our debt sale service) after I joined our product team. I’m now at that critical, exciting and slightly stressful stage – the launch of a new product.

At TDX Group we’ve been working in the debt sale market for over a decade, helping creditors prepare debt for sale and to sell it to a panel of approved purchasers. What had become increasingly clear was there were growing challenges - largely centred on the desire of sellers (the original creditors who provided their customer with a service or product) to gain more oversight of accounts and consumer outcome after sale in order to meet governance and oversight standards.

So, more specifically, what were the concerns? Largely that debt sale results in the original creditor losing control and visibility of what happens to their customers. For example, once you have sold debt, is it easy to see which debt collection agencies accounts are with and which customers are being contacted? How do you know that your customer is being fairly treated? However, the cost and complexity for to a seller or purchaser of gaining increased oversight was looking prohibitive.

In addition to visibility of accounts, post-sale, not being robust enough, there were also challenges with some of the administrative processes. Typically, query management and buybacks (when a creditor calls an account back after sale) have been managed via spreadsheets. It doesn’t take long for that to result in a lot of spreadsheets and data being moved around … and along with it the opportunity for human error or for data to be lost becoming unacceptably high.

So, we’ve created VENDO: Post Sale Manager. It’s a web-based system that addresses these challenges via data and technology. Activity data will be updated weekly and accessible at a click of a button so sellers will be able monitor what’s happening to their customers and see automatic reports on exceptions to agreed activity. Reconciliation of all account ownership will be available and up to date.  It also gets rid of those spreadsheets by giving seller and purchaser a workflow tool.

I think what excites me most about this – apart from it being new and shiny – is that I believe it is a solution which benefits all. Not only the seller and purchaser, but the consumer, too. The oversight benefits for the seller are clear – and from a purchaser standpoint it also brings the benefit of a standardised and efficient way of interacting with multiple creditors as well as improvements in handling queries.

So, how might VENDO: Post Sale Manager impact the consumer? The key benefit is that any query they have about their debt will be dealt with far faster. For example, when contacted, they may ask to see a copy of the bill  in order to be comfortable that they are liable for the debt. We know from the query management solution we’ve had up and running for a while (which we’ve included as part of VENDO: Post Sale Manager) that by simply replacing query spreadsheets with a secure online portal, creditors and purchasers can improve the response times on queries.

It’s been an exciting journey, building this from a concept into a fully working system. I’ll be on the road, proudly showing it off to clients over the coming months. Do let me know if you would like to find out more.

Andy Taylor, Head of Product - Debt Sale, TDX Group
e: andy.taylor@tdxgroup.com
m: 07825 170 638

What’s stopping us from being both fair AND effective?

When it comes to debt recovery, is there a choice to be made between a fair outcome and collecting cash?

By working with consumers even closer than we all do today, and taking a more holistic approach, I believe we can achieve increased debt resolution which, in turn, is wholly compatible with both fairness and results. For example, where people can afford to pay, we should be seeking strategies to encourage more of them to pay. Equally, there may be individuals that can agree to a longer-term payment solution if more time and less pressure is applied. Then there is the subject of waste. If we find that a consumer does not have the ability to pay or they have a genuine reason for non-payment, surely we can save the cost of pointless activities and put our money to good use elsewhere. A fair outcome does not mean simply pleasing the consumer and it shouldn’t mean collecting less cash. In collecting cash fairly, I believe it will also be more effective in the long-run. So, is there anything stopping us doing this today?

I guess there is the matter of who pays for those cases where no cash is collected even if that is the fairest outcome. The favoured commercial model for the industry today is Payment by Results (the results being cash collected). Can this continue if we aim to achieve a fair outcome for all? Can we really ask agencies to invest in a customer care approach but only agree to pay when they collect any cash? So, does a fair outcome mean saying goodbye to commission rates?

Perhaps not. Is the issue the PbR mechanism or what the payment is based on? If cash is not the only desirable outcome, then why incentivise only this outcome? Should we consider paying (and being paid) based on the desired result – the fair outcome? In simple terms, should we pay for what we want?

I can’t help but feel that all this depends on a paradigm shift within the whole industry based on the belief that we can work together to make the debt industry better for everyone; that our industry can be both fair and effective.

By Charlotte Mather, Head of Third Party Commercial, TDX Group

Recycling…is it the future or a load of old rubbish?

In my last blog I talked about waste.

Like most households today, I have multiple receptacles in which to place my household waste. (And  I have the weekly ordeal of trying to remember which bin to put out for collection – is it the green bin or the grey one this week? And, why on earth, in Nottinghamshire, is the recycling bin the grey one and not green? But I digress …) 

In our personal lives, we all now accept that recycling is ‘the right thing to do’, which got me thinking about recycling in the world of debt collection. Do we need to be more discriminate around what gets recycled?

In the world of collections and recoveries, recycling means that if one debt collection agency is unsuccessful at recovering the debt, the account is passed to another agency to have another go; a single account can be recycled many times. 

What value can that process really add? Perhaps the value comes from additional data is used to make contact? Maybe, it is down to a different approach being taken by the agency to engage with the customer. Shouldn’t we assess the impact of the previous activity and decide how best to manage that account through the next stage of recoveries? Perhaps there are times when the value would be in not recycling. For instance, if we know the customer is having short term financial difficulties, isn’t it fairer to cease action until the customer is in a better position to pay, rather than to recycle the account? This is where customer journey information becomes valuable in not only ensuring the correct treatment of accounts but also to identify where it is fairer to stop pursuing the debt. This helps to reduce wasted effort, costs and ultimately is better for the customer.

One thing is for sure, recycling certainly shouldn’t be all about applying additional activity of the same type. We all know what Einstein thought about doing the same thing over and over again!
TDX Group has a vision “To make the debt industry work better for everybody” and I believe that, at least for recoveries management, smarter recycling is key to achieving that vision.

By Charlotte Mather, Senior Insight Consultant, TDX Group

Thrown in at the deep end

I joined TDX Group in September 2013 on the graduate scheme, having applied for the job in early 2013.

At the time I was nearing the end of my studies at Swansea University studying business management. I wasn’t 100 per cent sure what I wanted to do – but I have always had an entrepreneurial streak, with my ambition being to either own my own business or to work in a young company where I can help it progress.

This was what appealed to me about the TDX Group Graduate scheme. TDX Group offered a more flexible scheme in comparison to others, and I would be given the creativity to grow according to what I wanted to do and where my strengths and interests lay.

The process lasted a few months with different stages. I initially completed an online application, then a literacy and numeracy test and after being successful in these, completed a phone interview and finally an assessment day. It was a tough day – which is what I expected and the other people were really good – so I left it feeling a little down heartened that I wouldn’t make it through.

However, I found out that I’d been successful in July 2013. I wasn’t due to start until the September – but it was really nice to know that I had a job waiting for me and it was a perfect way to finish university.

I had various discussions with the HR team at TDX Group before I joined and it was decided that I’d start in the Advisory team for an initial eight-month placement.

It was a bit daunting at first adapting to working in an office and doing longer hours than I had been used to, especially because I was thrown into the deep end – but in a good way as it meant that I was able to develop quickly. I started by looking at an internal strategy review and was allowed to take the lead on it, with the security that it was an internal project and support being there whenever I needed it.

I then worked on various external projects after this and my eight months were over before I knew it. During this time I also attended specific courses based on my development needs, like project management and presentation skills.

The Advisory team were brilliant and the time flew by, so much so that I thought to myself that this was the area that I wanted to work in – but now coming to the end of my second placement with the Commercial team, I really don’t know!

I’ve spent eight months in the Commercial team but am hanging around for another couple to help with capacity in the team. I’ll soon be joining the Debt Collection Agency (DCA) management team for a few months, after which I’ll have ‘officially’ completed my two year graduate programme.
When I reflect on my time here so far it makes me realise how much I have learned in such a short space of time – 16 months ago I never would have thought that I’d be fluently using acronyms such as IVAs, IPs and DCAs, but I am now. I remember when I first joined, I had a four-page document that I kept adding to whenever I heard an acronym used in meetings, I wouldn’t say that I don’t refer to it from time to time, but definitely less than I used to!

It’s really open as to what I can do once I have officially finished the scheme – it obviously depends on what kind of roles are available, but I’m able to keep my options open and control my career here. It is a genuinely exciting time to work for TDX Group and I’m very fortunate for the opportunity.

By Ben Dalton, Commercial Coordinator (Graduate Scheme)

The graduate scheme is open until Monday 16 February. What could your future at TDX Group look like?

Card processing costs could double in 2015 for UK debt industry

For many years the European Commission has been signalling its desire to regulate ‘interchange’ – the fee paid between banks for processing card payments – which is typically passed on wrapped-up in the fees paid by the merchant who takes the payment. 

In 2013 the EU decided to cap interchange costs at 0.3% for credit cards and 0.2% for debit cards and this is now being implemented for all domestic card processing during 2015. Although this cap applies only to the rates paid between the banks, with merchants always paying an additional margin or fees on top, clearly the EU is hoping some of the reduction will be passed on to merchants. Estimates suggest this could total a £1 billion annual saving for UK merchants and as much as €10 billion across the entire EU.

This should be good news shouldn’t it? Not so fast - there are some clear winners and losers. 

Whilst credit card processing fees are expected to fall, the position with debit cards is more complicated. Debit card processing is typically a pence per transaction fee, so in response to the % cap it’s anticipated most if not all UK acquirers will switch to a predominantly %-based fee. This might be good news if you take lots of smaller payments, but not so much if you take larger payments. Roughly speaking merchants taking payments for less than £35 will pay lower fees, but transactions above £35 will pay more.

And that’s not all.

Payments taken over the telephone (classed as ‘customer not present’ or CNP) will be deemed non-secure, even when the AVS/CVV2 numbers are captured, and will be subject to an additional charge.

So, what does this mean for the UK debt industry? The debt industry’s card processing is predominantly conducted over the telephone (90%), mostly debit card (95%) and an average transaction value typically between £50-100. On that basis, it is quite possible that most UK creditors and debt collection agencies card processing costs could double.

The one small positive is when these changes are implemented merchants are likely to have the opportunity to switch providers, even if they are within an existing contract period. So my advice for merchants is to use this opportunity to shop around for the best deal and see whether some of this increase, which you can’t avoid, can at least be reduced by switching to a cheaper provider.

By Sajid Hussain, Business Development Manager, TDX Group

Should debt collection agencies certify to a security standard?

At TDX Group, we’ve chosen to certify to ISO27001 – the international standard for information security management – so clearly we believe this is a critical investment that reflects our commitment to data security. However, for smaller businesses, such as debt collection agencies, do the benefits justify the cost and operational overhead? Or, are there other options?

I guess the place I start is ‘why certify’ at all?

Data security is an ever higher priority for businesses as continual international debate on privacy and the endless list of data breaches makes customer trust increasingly difficult to maintain. So, being able to show consumers and customers that you’re subject to regular independent audits on security can earn or retain customer loyalty, set your organisation above competitors, and build trust in your brand. In short, certifying is no longer an optional extra, it’s a ‘must’ and a regular independent audit is a key part of making sure that data is being handled securely.

So assuming you do go ahead and certify, in addition to the few mandatory standards (such as PCI DSS), there are a few important considerations to weigh up when choosing your standard:

1. Global recognition
Very few of the over 1,000 existing standards are recognised (let alone valued) in the world’s biggest markets. Be wary of local or unproven standards which have a much lower impact in other markets, and always aim to utilise third parties who are accredited by a national body (such as UKAS in the UK).

2. Cost
Be sure to compare the cost of certification to the benefits that you can reasonably expect it to bring – such as reducing client audit overheads or attracting new business, as well as mitigating the risk of a data breach. Don’t forget to consider any impact on your existing processes, which may have to change to conform to your chosen standard.

3. Longevity
The rate of change in IT security is often faster than standards can be reviewed and updated. When you’re choosing a standard, you should make sure that it’s flexible in order to allow you to respond to market demands or emerging threats.

4. Scalability
All being well, your organisation will grow over time – choosing a security standard which is designed for small businesses is likely to reduce the initial workload, but may mean that your hard work in gaining certification is abandoned when you lose the ‘SME’ label.

To ISO or not to ISO?

Certifying to a security standard can be an expensive process, particularly with up-front costs such as audits and potentially consultancy support. However, once it’s in place, and with the correct marketing effort, holding a recognised and trusted certification can put your business ahead of its competitors. If adopting ISO27001 immediately is too onerous, using a lighter standard such as the UK Government’s Cyber Security Essentials is a method of reducing the short-term challenge and preparing an organisation for more in-depth and rigorous standards over time.

At TDX Group, our view is that ISO27001 as a trusted barometer for security management, and we strongly

encourage debt collection agencies to certify to this standard using a UKAS-accredited certifying body.

By David Rimmer, Head of Information Security