Live and Final Collections
From early intervention through to final-stage recovery, Access delivers structured, customer-focused collection activity designed to maximise resolution while protecting customer relationships and brand reputation.
COLLECTION & RESOLUTION
Connect the right channel to the right moment.
Integrated voice, digital and automated engagement channels work together to create seamless customer interactions and support positive outcomes. Strategies can be tailored to customer needs, lifecycle stage and engagement preferences.
What we deliver
Collection & Resolution
Better engagement starts with the right treatment.
Contact Centre
Experienced collection specialists provide inbound and outbound customer engagement across the full collections lifecycle, combining effective conversations, negotiation and resolution with a strong focus on customer experience.
Digital Collections
Use targeted digital engagement to reach customers efficiently and at scale. Access combines SMS, email and digital pathways with segmentation and behavioural insights to encourage action, payment and self-service resolution.
Case Management
Complex or higher-risk accounts receive focused, end-to-end management. Access coordinates activity, customer contact, escalation and resolution strategies to ensure each case receives the right treatment at the right time.
Virtual Agent
Extend engagement beyond human capacity with intelligent virtual agents that can make and receive calls, hold natural conversations, deliver reminders and information, capture responses, and seamlessly transition customers to a human agent when needed.
Hardship Support
Access provides sensitive, compliant support for customers experiencing financial difficulty, helping identify hardship early, understand individual circumstances and establish appropriate, sustainable pathways to resolution.
WHY ACCESS?
Capability without another hand-off.
This capability can operate independently or connect into the broader ACE™ ecosystem as customer circumstances and recovery pathways change.
Access delivered
Delivered by Access people, processes and technology.
Client controls
Operating rules and escalation pathways remain visible and governed.
Connected data
Workflow and information can follow the account as treatment changes.
One accountability
Access remains accountable for the outcome across the pathway.