CRIF COL is the CRIF Collection Outsourcing line, with a complete range of services from phone collection to legal debt collection.
In Italy, CRIF COL manages over 1 million cases every year through a team of 400 specialist phone collection operators and a network of 90 field collectors, with complete national coverage.
CRIF COL offers its clients a complete range of advanced services for the outsourced management and prevention of unpaid debt: from the initial telephone contact to home visits, to targeted actions such as checking and correcting direct debit data and legal debt collection.
The service consists of finding a debtor’s telephone number or other relevant information in order to contact them. CRIF COL can perform investigations to find a debtor’s information and contact him.
This activity generally requires gathering, organizing and analyzing large amounts of data on an individual to come to a conclusion about where he might be.
CRIF COL professionals carry out these activities, looking for information through common resources such as telephone books and many other providers.
If these do not show where the missing individual is, the investigator usually tries to access documents that might involve some extra effort or financial resources to access, such as court files, property and motor vehicle records or electronic databases such as those held by law enforcement or government agencies. Throughout the data collection process, the operator generally tries to verify everything he finds before deciding what to do next, because looking into “false leads” can waste time and money.
Commodity Check and Direct Debit
Commodity Check is the service comprising the verification on the banking circuit of any possible technical discrepancies that may result in default if not resolved immediately.
The results of the Commodity Check activities are aimed at the precise identification of customers and prospects with a slight risk of default and their monitoring in real-time in order to prevent fraud, contractual errors, mismatched banking data, etc.
Whenever the reason for the lack of payment is for technical reasons, CRIF COL will verify the realignment of data (direct debit); on the other hand, in the case non-payment by the subject in question, debt collection activities are immediately initiated.
Phone collection is carried out by highly qualified and suitably trained personnel (on topics related to current legal provisions, with particular reference to privacy and anti-money laundering legislation and the Consumer Code, as well as negotiation and phone communication techniques).
This service can be carried out across all debt collection phases, from performing debt to disputes, with increased intensity based on credit risk.
Within the initial insolvency stages, the telephone call is aimed at providing information and helping resolve “administrative” problems, as well as identifying any critical situations or stress that could arise in the near future.
Moving into the non-performing and default stage, the call is aimed mainly at protecting the bank's capital, and may be combined with field collection actions. In general, phone collection in the default stages relates to managing initial contact or the management of small tickets which are typically not eligible for field collection actions (not economical).
The best practices to follow:
- The telephone operator should avoid situations that may embarrass the debtor, trying to make direct contact with the interested party only.
- If the operator comes into contact with third parties who are not related to the debt, they must not communicate any information on the reasons for attempting to trace the subject.
- If the debtor is a legal entity, discussions should only be held with people within the company who have the power to negotiate and make payments.
- Once the debtor has been identified, threatening tones that may generate undue pressure must not be used.
- It is not good practice for telephone operators to suggest improper legal actions and/or unlawful expropriation. They should limit themselves to providing explanations which fall within their knowledge and skills, not going beyond the limits of their mandate.
The service involves a visit to the home of all customers assigned by the institution to persuade them to pay their debt and get guarantees from them and/or the cash necessary to settle their account. On making a collection, CRIF COL issues its own receipt, a copy of which is sent to the institution.
The service involves pre-legal collection following unsuccessful attempts to recover the money owed by a debtor. Legal collection involves initiating legal proceedings against a debtor to increase the chance of recovering the debt. A claim will be issued requesting payment or a response within a few days, and if neither is received, a summons will be issued, before going to court.