Frequently asked questions
During the ‘on-boarding’ process, you will have the opportunity to tell us exactly how you would like us to interact with your customers. This is a totally customisable solution. CMOS’ priority is always to protect our client’s brand and reputation. We will always seek to emulate the client’s approach to customer interaction to maximise customer retention.
As part of the ‘getting started’ process, we will agree to all communication content with you in advance, including telephone scripts, based on our experience.
Yes, you can. We will recommend a multimedia chase path which complements your business’ approach to customer relationship management
We always aim for first contact resolution. In resolving disputes, we will typically use a client cheat-sheet to cover frequent queries. If we cannot resolve, we will pass the query to you in a portal for resolution and re-contact the customer with the response.
In general, our contact centre operates normal business hours Mon-Fri, except for public holidays. Experience has shown that collection activity is not welcomed by customers at weekends. Out-of-hours collection activity can be arranged if required, including for different time zones if necessary
If our agents sense vulnerability during interactions with your customer, they will be empathetic and will follow the protocol set down by the Commission for Regulation of Utilities (www.cru.ie) on dealing with vulnerable customers. If there is any suggestion of self-harm, we will encourage the customer to seek help and, if we have location details, we will despatch to the emergency services.
Not a problem. We cover 97 countries via our partnership with GCS, http://www.gcs-credit.com/. Wherever your customers are, we can be there too!
From signature of contract to “Go Live” takes anywhere from a couple of days to about four weeks, depending on the service selected
CMOS will appoint a Project Manager, reporting to the Operations Director, who will prepare a Service Set-up Plan in conjunction with yourselves. This will include all key deliverables, such as data exchange, systems access, chase paths, query management, funds remittance, reporting and business reviews. Meetings can take place online, at your premises or at the CMOS offices.
Absolutely! You will have a named account manager assigned to you, as well as escalation points for operational and relationship management issues. These contacts will be available during normal business hours.
This depends on the service selected. Generally, where the service is “White Label”, i.e. where CMOS speaks in the customer’s name, payments are processed directly to the customer’s bank account. Where CMOS is collecting on your behalf in our own name, payments are made to CMOS and remitted to yourselves at an agreed frequency with a remittance report.
‘Always On’ means that you will have the benefit of a team of professional credit controllers guaranteed 5 days a week. You never have to worry about: holiday leave / sick leave / maternity-paternity leave/no recruitment for staff leaving etc. There are no ‘gaps’ in our service.
You have several options, including legal action. CMOS, together with its sister business Hugh J Ward and Co Solicitors provides a full end-to-end debt collection service from issuance of invoice through in-terms, early arrears and where required legal debt recovery and enforcement. At any stage in the process, CMOS can offer options on collection which are economic and will protect your business’ reputation.
During the ‘on-boarding’ process you can tell us about how all your customers are managed including their terms and conditions. We will apply the same ‘rules’ when we take over.
Yes. It is easy to facilitate management of just a portion of the debtors’ ledger at any point in the collection process.
At the ‘on-boarding’ meeting, we will discuss what current terms you have with all your clients. We will also agree, in advance, what actions we will take, including the time between actions.
This happens from time to time and this can be done with a simple call and an email to confirm.
CMOS is happy to work to agreed KPIs, including DSO, Cash Collection etc We can agree targets after we have visibility of the debtor ledger.
Yes. You will be given access to ‘Clientview’ A portal that lets you see activity 24×7.
This will vary by service provided but includes, for example, a report on amounts collected in each month and cumulatively in cash and as a proportion of value assigned.
Nothing. We can only view your ledger.
Yes, but this is a slower process as it is not automated.
You can access ‘Clientview’ our portal for viewing activity on your account on any web-enabled device.
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