At Collection World Group we take client satisfaction very seriously. As a provider of professional business services we realise that every encounter in Service is a moment of truth where client expectations are either met or not. Satisfying our clients beyond their expectations is an integral and founding component of our business strategy. Achieving maximum client satisfaction is a clear and explicit function of our mission. It is why we exist as business. It is what we wish to be famous for.

‘Client First’

‘Client First" is a Collection World Group initiative which places the needs and expectations of the client first as we continuously monitor our business practices and performance. "Client First" is the title and theme of our own in-house customer service courses and programs. Through ‘Client First’, Collection World Group creates a culture of service excellence. Towards this goal we employ a company-wide approach to continuous learning and improvement with "Client First" an overriding theme in all that we do.

BUILDING CLIENT RELATIONSHIPS

At Collection World Group we realise the critical importance that working relationships play in business. Therefore, we strive and devote considerable effort toward:

• working to earn your trust and loyalty.
• building and maintaining our relationship with you at both management and collector level.
• maintaining (even repairing or enhancing, if desired,) your relationship with your debtor (customer) in the event the debtor, once rectifying the present problem, may wish to do further business with you and can meet your new terms and conditions.

Through our "Client First" programmes and initiatives each member of the Collection World Group Staff and Management prioritise client needs while focusing on building and maintaining strong and enduring working relationships. Our experience has shown that this approach leads to long term successful outcomes for all parties.

COLLECTION ACCOUNT MANAGER

Collection World Group appoints an Account Manager to focus on the individual needs of each client. Your Account Manager will, on a daily basis, have access to all matters pertaining to the clients’ accounts and will be able to respond accordingly and liaise regarding performance and collection results, reporting, monthly statistics, performance discussions, audits and debtor account issues. As a client, your Account Manager will be your first point of contact ensuring up to the minute reporting, information and details are always available for you.

COMPLAINT AND DISPUTE RESOLUTION

Collection World Group’s Directors were the originators of the ‘Complaint Identification Resolution’ process whereby any matter that may lead to the debtor lodging a complaint to Fair Trading, TIO, or ACCC is priority handled in consultation with the client’s nominee. Any persistent trends that emerge, such as debtors’ complaints regarding client sales methodology etc, are immediately recorded and brought to the client’s attention by their Account Manager.