Ethical debt collection through fair treatment of consumers
For some people, overdue payments are not only a financial burden but also an emotional one. This is where EOS comes in: with respectful communication, anonymous payment options, and support in emergencies, we enable sustainable debt relief.
With the group-wide "Ethical Debtor Management Policy," we commit to treating consumers with sensitivity and empathy. The key principles are:
We treat consumers with sensitivity, tact, and a sense of responsibility.
We communicate on equal terms and remain factual, even when conversations become difficult. If communication becomes too emotional, we suggest pausing the conversation and continuing at a later time.
We approach every defaulted payers without bias and prejudice.
We use simple language, avoid complicated jargon, and provide clear recommendations that are easy to follow.
Our overarching goal is to make defaulted payers feel that they can speak openly and trustfully with us.
To bring our principles to life, many national initiatives have emerged from the individual country companies that address the local needs of defaulted payers and support them in sustainable debt relief.
Clear and Respectful Communication
Simple Language
We use clear and simple language. Our employees focus on communicating in a clear and transparent manner, avoiding the use of complex technical terms. In Poland, they have even trained their employees to avoid jargon and foreign terms.
Template Adaptation
Our goal is to build trust and provide effective solutions for each customer. We are committed to using approachable and clear language in all our templates, facilitating efficient recovery and greater financial freedom for the consumers..
Specific Channels
Adapting to our defaulting payers means providing them with the option to choose the contact channel that best suits their needs. This highlights the success of using specific email addresses to efficiently manage their inquiries. By offering various communication channels, we ensure that consumers can reach out in the way that is most convenient for them, enhancing their overall experience.
The importance of active listening
In the digital world, there are many platforms where it is essential to be active listeners. Communication must flow in both directions, including in the different formats that today's technologies provide us with, such as social media, Google reviews, among others.
Clear language benefits us all: it reduces misunderstandings, saves time, and improves the consumers relationships. It ensures that information is easy to find, understand, and apply. That's why at EOS, we use clear language to make sustainable debt relief as transparent and comprehensible as possible.
Plain language benefits everyone: it reduces misunderstandings, saves time, and improves customer relations. At the same time, companies enjoy a higher success rate as customers respond more quickly and feel better informed.
Dr hab. Tomasz Piekot
Expert in simple language, University of Wrocław
EOS for vulnerable consumers
In life, there are people who not only face the risk of not being able to pay their debts, but also experience financial problems related to severe situations of vulnerability. At EOS, we strive to provide sustainable debt relief to these vulnerable consumers. We have implemented various initiatives in our subsidiaries to address local needs and help them find solutions tailored to their particular situation.
Behind every case is a personal story. At EOS, we have created programmes in several countries with specialised teams that protect the most vulnerable consumers, such as those facing financial hardship due to serious illness. We carefully assess financial, health and/or social circumstances to develop customised solutions. Whether through payment plans, deferrals or adjustments to monthly instalments, we aim to find a specific solution for each defaulting consumer.
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AcceptSeveral Contact Centre Agents from our international locations tell us what it is like to handle vulnerable customers on a personalised basis and how they have been able to help them.
Hide detailsSeveral Contact Centre Agents from our international locations tell us what it is like to handle vulnerable customers on a personalised basis and how they have been able to help them.
Most people try to fulfil their obligations if you give them the space they need to do so.
Belén Barreiro
Contact Center Agent, EOS Spain
Digital tools facilitate payment
There are times when people are unable to meet their financial obligations on time, but most prefer to do so quickly and easily using digital tools. These solutions and the communication channels they choose allow them to solve their problems efficiently and anonymously. Thanks to these options, customers can find payment alternatives that fit their situation, allowing employees to focus on providing personalised advice and support.
Automation and digitisation
Automation and operational efficiency
EOS uses over 90 software robots worldwide to automate recurring processes. This reduces errors and allows employees to focus on demanding tasks.
Debt collection system for a fully digitalized process
With the self-developed debt collection system Kollecto+, EOS digitizes the entire debt collection process. Defaulted payers can easily and anonymously manage their debts through an online service portal, without even needing to create an account. With just a few clicks, they can pay their debts directly or set up a payment plan that fits their financial situation.
Flexible payments
Digital service portals offer defaulted payers the opportunity to manage their concerns according to the self-service principle, without having to contact an EOS employee. A direct payment can be made conveniently without logging in. EOS in Germany also works with a portal where consumers can choose the amount they want to pay through various options.
The companies that certify us
We collaborate with leading organisations that validate our social commitment and maintain quality standards that make us a benchmark in the constant search for excellence and positive impact in our sector.
