Third-party debt management and recovery
Each portfolio requires a specific strategy. For this reason, Axactor develops tailored approaches based on the type of debt, the age of the accounts, the end-customer profile, the probability of recovery, and the client's objectives.
1. Portfolio analysis and segmentation
Management begins with an analysis of the portfolio's characteristics and individual positions.
Using historical data, available information, payment behavior, and risk levels, we identify the segments requiring action and define:
- priorities and processing timelines;
- the most appropriate contact channels;
- the frequency and method of interventions;
- strategies tailored to the type of position;
- recovery potential and sustainable payment solutions;
- criteria for escalating to subsequent stages.
The goal is to direct each position toward the most effective path, avoiding standardized approaches and focusing resources on actions with the highest probability of success.
2. Proactive management and initial delays
Timely intervention can prevent the situation from deteriorating and facilitate a quick resolution of outstanding balances.
Initial activities include payment deadline reminders, informational outreach, verification of the reasons for the delay, and support in identifying potential solutions.
At this stage, the approach focuses on listening and collaboration, aiming to restore a regular payment schedule and preserve the relationship between the client company and its customer.
3. Phone collection and multi-channel management
Phone collection is a key tool in out-of-court debt recovery.
Specialized agents handle contact with the end customer through a professional, clear, and respectful dialogue aimed at understanding the situation, identifying the reasons for non-payment, and defining a sustainable solution. This activity can be integrated with various communication channels—depending on portfolio characteristics and client instructions—such as telephone calls, email, SMS and digital messaging, formal letters and notices, payment portals and tools, and authorized messaging systems.
Combining these different channels improves reachability, allows for personalized interactions, and increases the overall effectiveness of the process.
4. Technologies supporting the recovery process
Technology makes the process faster, traceable, and aligned with defined strategies.
Axactor employs advanced tools to support: case segmentation and prioritization; the automation of repetitive tasks; contact planning; telephone campaign management; interaction tracking; the monitoring of agreements and promises to pay; the integration of various contact channels; and the generation of reports and performance indicators.
Data utilization allows for the progressive updating of strategies, the identification of recurring patterns, and the steering of activities toward the most effective solutions.
Technology does not replace the human relationship; rather, it enables agents to manage it with greater timeliness, insight, and quality.
5. Operator Skills and Qualities
The effectiveness of debt collection depends largely on the operators' ability to handle diverse—and often complex—situations while striking the right balance between achieving results, focusing on the end customer, and fully complying with applicable regulations.
For this reason, training is a strategic element at Axactor and a key factor in the success of its operating model.
Staff members who pass the selection process enter a structured, in-house training program lasting three weeks. This program is designed to impart technical, regulatory, and interpersonal skills that can be immediately applied to day-to-day operations.
The training program combines theoretical and practical instruction—including simulations and real-life case studies—with on-the-job training and shadowing alongside senior professionals. It also features specialized sessions led by managers and process experts, as well as contributions from external professionals to ensure a multidisciplinary background.
These external contributors include chartered accountants and financial experts who delve into economic, credit, and regulatory matters, as well as psychologists and communication specialists who help develop interpersonal skills, stress management capabilities, and negotiation techniques.
However, training does not end with the initial onboarding phase.
Axactor constantly invests in its people's professional development through a continuous training model based on individual coaching, operational shadowing, and periodic updates.
Managers continuously monitor each employee's skills and areas for improvement, creating specialized career development paths.
This approach fosters the development of highly qualified professionals capable of combining technical expertise, interpersonal sensitivity, and a results-oriented mindset, thereby ensuring high standards of quality, compliance, and operational effectiveness for our clients.
6. Quality monitoring and control
Process quality is verified through a continuous system for monitoring activities and performance.
Analyses may include:
- verification of conversation compliance;
- listening to and evaluating interactions;
- checking the accuracy of information provided;
- analyzing agents' negotiation skills;
- monitoring promises of payment;
- verifying the viability of agreements;
- analyzing reasons for non-recovery;
- identifying training needs;
- defining and monitoring improvement plans.
Quality control makes it possible to maintain high operational standards, foster consistent behavior, and ensure transparency and traceability for the client.
7. Field Collection
When remote contact is insufficient, or the nature of the account requires a more in-depth, direct approach, the process can be supplemented with field collection activities:
- re-establishing contact with otherwise unreachable customers;
- verifying the status of the account;
- gaining a better understanding of the reasons for the default;
- facilitating dialogue and the negotiation of an agreement;
- gathering information useful for subsequent assessments;
- supporting account recovery prior to any potential legal proceedings.
These activities are carried out by qualified professionals in compliance with regulations, internal procedures, and client guidelines.
8. Pre-legal and legal management
When out-of-court activities do not yield the expected result, the case may move to a pre-legal phase.
This phase serves as a further stage of assessment and review prior to the initiation of legal proceedings and may include:
- comprehensive review of documentation;
- verification of the debt status;
- assessment of recoverability;
- sending of formal notices;
- preparation of formal demands or warnings;
- a final attempt at an out-of-court settlement;
- analysis of the costs, timeframes, and cost-effectiveness of legal action.
The objective is to determine whether conditions still exist for an agreed out-of-court settlement while simultaneously providing the necessary information to make an informed decision regarding potential legal proceedings.
When necessary, Axactor can support case management through a structured and coordinated legal process.
In collaboration with qualified professionals and law firms, activities may include:
- legal analysis of the case;
- preparation of documentation;
- initiation and monitoring of legal actions;
- management of summary judgment and enforcement proceedings;
- case status updates;
- monitoring of costs and timeframes;
- periodic assessment of the cost-effectiveness of actions;
reporting to the client.
Even during the legal phase, the goal remains to identify the most proportionate, effective, and sustainable course of action based on the specific characteristics of the case.
The Services Benefit
Our People
The team is highly specialized and organized by client and product type.
Automation
Reminders and payment notices are sent automatically.
Report and KPI
Our IT and Business Intelligence systems enable us to create customized reports.
