A Building Society was allocating £200,000 per day for bad debt provision.


  • To turn the situation around by 180 degrees or face ‘extreme measures’

The programme:

  • Initial ‘proof of concept’ pilot for implementing a proactive telephone team
  • Training modules for staff and managers in communication skills, team building, scripting and new practices
  • Debt book segmentation to test rates and trends
  • Mentoring of managers and supervisors on site to bed in the new skills

Results achieved:

  • Average daily rate of 21 agreements for each collections agent (6 month post-training period)
  • Average of 75% agreements kept ratio
  • Within three years repossessions fell by 19%
  • Company went from being 30% worse than the top ten to 10% better.