First Party Collections

Deliver a positive customer experience and increase payments with a blended cure/care approach to first-party collections.
 

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3 Ways Omnichannel Contact Solutions Can Improve First Party Collection Outcomes

Debt collection is a tough business—just ask the collectors! They know all too well that a successful outcome is not a guarantee. However, having in place an effective first party collection (or financial care) program can reduce losses, increase revenue and retain customers.
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First-party collection services that put the customer first.

We act as an extension of your brand to drive repayment while promoting your company. Alorica’s dedicated compliance team monitors ongoing regulatory changes, while our agents increase payments using a blended cure/care outsourced collections approach. Our methods are supported by innovative processes and technology solutions that increase first party collections and enhance customer retention.

Collections outsourcing experience and insights.

  • Over 85 years of continuous financial care experience
  • 80% of financial solutions clients have partnered with Alorica for four years or more
  • PCI- and FDCPA-compliant collection services with dedicated compliance committee oversight

Compliance and quality controls create a strong foundation for your collections program

Smart, agile and scalable solutions help retain your customers and drive brand preference

Actionable, data-driven intelligence help prevent churn and identify root causes for late payments

Results you can measure.

  • Achieved 90% patient satisfaction rate and 12% increase in collections revenue for healthcare leader
  • Increased collections revenue by 40% for a large public utility company
  • Attained 24% more dollars collected than incumbent provider, using predictive analytics and a sophisticated contact strategy for a medical group

Putting the customer at the center of it all.

  • Front-line and back office solutions combine to enhance operational efficiency, lower average handle times, and reduce exposure to regulatory penalties
  • Seasoned compliance experts help develop billing and collections solutions that adhere to all industry and regulatory requirements, including FDCPA and PCI, while driving collections performance
  • Center of Analytical Excellence (CAE) uses data mining and predictive modeling for “propensity to pay” contact strategies that increase payments and customer retention
  • Systems Integrator (SI) consolidates multiple systems into a single user interface, creating intelligent workflow management processes that increase agent efficiency and enhance customer experiences

NMLS ID 950415

Switching on Solutions

As a large combination utility provider, the client wanted to grow revenue by improving collections on past-due accounts, while maintaining compliance with state regulations and continuing to provide a positive experience for its customers.

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increase in client revenue over a two-year period
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second reduction in call handle time
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million dollars saved annually for the client in potential fines using Alorica's proprietary Systems Integrator

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Your business has unique customer management needs. See the difference a personalized solution can mean to your customer retention, satisfaction, and bottom line.