Crystal Collections: Investing to drive quality and service

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With eight regional operation centres and 66 staff, we believe that Crystal Collections is the premier licensed and regulated asset recovery and collections business operating throughout the whole of the United Kingdom.

As Crystal Collections has grown, it has been important to maintain the high standards our clients have come to expect, and to ensure customers are always treated professionally, fairly and with respect. Operating in this way helps set us apart from many competitors and it is an approach which has helped us to become a leader in the UK asset recovery and collection sector.

With a growing workforce spread across the United Kingdom, and many of our staff working remotely, maintaining, and improving our approach has required a combination of ongoing high-quality training and considerable investment in our systems and infrastructure.

Significant software development of our Gumshoe customer relationship management system in 2020 has played an important role in enabling customer interactions and visits to be planned, implemented, recorded, and reported in a seamless and consistent way. As a Financial Conduct Authority authorised and regulated business, it allows us to monitor and audit the way we operate; something which is also incredibly important for our clients.

The recent implementation of a companywide ‘voice over internet protocol’ (VOIP) telephone system is the latest investment we have made to continue our drive for quality. As well as providing centralised telephone numbers to make it easier for our clients and their customers to contact the appropriate parts of our business, the VOIP system has been integrated with our existing phone system to automatically log and record all calls, including those through mobile phones, with live call statistics and data which enables us to monitor and improve the services we provide. This means that, whether a call is to our Essex Head Office or from a field agent’s mobile phone in Penrith, it is monitored, tracked and accountable. The VOIP system also allows us to better support the work/life balance of our staff as the flexibility it provides makes home working more straightforward; something particularly important in the current environment.

Over the coming months, the VOIP system will be integrated into our Gumshoe collection system. This will allow both incoming and outgoing call data and audio recordings to be automatically logged against the related case file, meaning Crystal Collections systems will contain all aspects of customer interactions and make the quality checking and the audit of our work far simpler; something we know our clients will appreciate.

Becoming a UK wide business does not happen by accident, and neither does maintaining the high standards we set. They are achieved through ongoing hard work and investment, but also a companywide determination to be the best we can be.

FCA British Agents Business in the Community CSA ISO Certified FLA