Empathetic recovery, maximum return
Our collections teams combine regulatory expertise with empathetic customer engagement, recovering debt effectively while maintaining your customer relationships and meeting FCA conduct standards.
What's included
Service capabilities
- Early, mid and late-stage collections
- FCA-regulated collections capability
- Vulnerable customer protocols and TEXAS training
- Affordability assessment and payment plan management
- Dialler-optimised contact strategies
How we do it
Our approach
- 1We review your existing collections strategy, book composition and regulatory compliance position.
- 2A dedicated collections team is trained on your products, customer profiles and regulatory requirements.
- 3Dialler technology is configured for compliant, optimised contact strategies across the debt lifecycle.
- 4Vulnerable customer protocols are embedded: TEXAS training, affordability assessments, payment plans.
- 5Weekly MI covers recovery rates, contact rates, complaint volumes and regulatory compliance metrics.
Why Contact Web
Why clients choose us for collections & credit control
Collections is one of the most regulated and reputationally sensitive operations a business can outsource. Get it wrong and you face FCA enforcement, FOS complaints and customer damage. Get it right and you recover more debt, retain more customers and build a stronger book.
Regulated expertise
FCA, Ofgem, Ofwat, Ofcom: we know the rules and build them into every process.
Blended delivery
UK oversight with offshore and nearshore scale: quality without compromise on cost.
Technology-enabled
Proprietary AI tools, dialler technology and real-time reporting built in from day one.
Experienced leadership
48 years of combined board-level contact centre experience across the team.
Delivery model
Three locations, one seamless operation
United Kingdom
Banbury HQ: senior management, quality assurance, client services and specialist regulated roles
South Africa
Cape Town: high-volume voice, back-office processing and blended operations
Georgia
Tbilisi: multilingual support, nearshore delivery and technology operations
Other services
We also deliver
Ready to discuss your collections & credit control requirements?
Tell us what you need and we'll put together a tailored proposal, usually within 48 hours.