The only cost-to-collect framework that matters: right channel, right moment.
Low cost-to-collect is easy if you don't care about resolution. It's also easy to get high resolution if you spend unlimited money. The real job is matching the cheapest viable channel to the customer who actually responds on it, and re-matching as soon as the signal changes.
Digital-first by default
SMS, email, and WhatsApp carry the volume. Voice is reserved for the files where a real conversation is the thing that moves the dial.
Behavioural triage
Every account is scored and routed on likelihood of engaging on each channel, not on a static 'day 3 call' rule that doesn't fit the customer.
Self-service resolution
Pay-in-message, smart plans, and QR-to-pay mean most resolutions happen without a human touch at all.
Human escalation when it pays
Files that plateau digitally are escalated to a human, but only when the expected recovery justifies the touch cost.
Legal when it's worth it
Legal track is used where the economics support it, not as a reflex. Cost-benefit reviewed file by file with you before we file anything.
Infrastructure we own
We own the dialler, the platform, and the payment portal. That means marginal cost per message is low, and we can pass the savings through.
Four levers we pull, continuously.
Cost-to-collect isn't a quarterly project. It's a daily operational loop, measure, adjust, hold the resolution line, drop the cost line.
Contact-to-resolution ratio
We watch the number of touches it takes to resolve each segment, and re-cut strategy when the ratio creeps up.
Channel economics
Cost per contact by channel is tracked weekly. When a cheaper channel starts working for a segment, that segment rotates.
Payment-friction audit
Any friction point that costs a resolution gets surfaced, payment method outages, portal bugs, unclear copy, and fixed the same sprint.
Automation review
What's being done manually that shouldn't be? What's being automated that shouldn't be? Reviewed and corrected every quarter.
Plausible ranges, not vanity numbers.
Every portfolio has a different cost-to-collect baseline. These are the directional patterns we tend to see after the digital-first, behaviourally-routed model is switched on.
Lower your cost-to-collect, without losing recovery.
Send us a view of your current book, and we'll model where the savings would actually come from, and what it would cost you in recovery, if anything.