John Telford is CEO North America for TDX Group. John was previously Managing Director of Debt Sale, Recoveries Management, and Telecoms business units, leading to the individual business units establishing brand and market share dominance. John has over 20 years’ experience in delivering innovative value and customer led growth strategies to the financial services industry. Before he joined TDX, John led one of the largest independent sales organisations in the consumer risk/ ARM industry, with over 750 associates, 130 offices and over 40,000 customers. Previous roles include Senior Vice President Thomas Cook Financial Services North America and UK & Europe.
Why is it that as we progress customers through the billing and collections lifecycle, our understanding of a customer’s circumstances actually declines?
The past year has seen regulators place their focus firmly on the debt collection industry, specifically on the latter stages of the collection process involving third party suppliers such as collection agencies and debt buyers.
It’s vitally important to get the basics right when managing third party collections activity. I’d like to continue with this theme this week and provide data points which outline the benefits of this approach.
There is a wide array of somewhat tacky quotes about building on solid foundations and chains being only as strong as their weakest link. I won’t bore you by quoting these, but I would like to outline their relevance in managing third party collections activity.
The social media revolution has given consumers a powerful voice in dealing with companies. And we’ve seen the same trend recently across the debt collection industry where the customer’s voice is now being heard, loud and clear.
Following a week of staring deep into TDX Group’s crystal ball, we can now provide our view on the key themes for 2014.