Collections as a Service
Empathetic, tech-enabled debt collections outsourcing
Probe CX unlocks more efficiency in compliant debt collection while improving the experience for vulnerable debtors.
Outsource debt recovery to win secure your revenue
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Expedite debt recovery by mobilising a tech-enabled team of experts who know the regulatory landscape. With over 45 years of experience in the field, our debt collection outsourcing solutions recover high-volume debts for banking, finance, insurance, telecommunications, utilities and government, under one comprehensive managed service.
Improve operations
Achieve operational excellence under the stewardship of one of the most experienced debt collection outsourcing partners. Execute compliant strategies with healthy ROI.
Prevent bad debt
Leverage predictive analytics to pinpoint accounts which may slip into arrears or recovery, and begin collections processes early. Improve cash flow and stabilise your bottom line.
Protect brand reputation
Make debt collection an opportunity to maintain your brand sentiment through proactive, supportive and deeply empathetic customer assistance to reduce the potential for customer complaints.
Modernise workflows
Take market leading technology and combine it with timely human support, allowing a more streamlined digital journey and real-time visibility into performance and efficiency.
Support debtors
Falling behind on payments often causes debtors to avoid the problem. Our team understands every individual’s financial situation is unique and our priority is offering payment and hardship pathways to put them back on track.
White-label capabilities
End-to-end debt collection services
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Prevention
Arrears Management
Execute proactive end-to-end receivables strategies that help customers get back on track while minimising overdue payments and escalations.
Recovery
Field Services
Minimise the complexities and stress of debt collection by creating a dialogue between debtors and technology-assisted agents.
Support
Hardship & Vulnerability
Identify potentially vulnerable customers and design support plans tailored to individuals’ capacity to pay, resolving outstanding debts with care and empathy.
Technology
Payment Solutions
Automate sophisticated workflows via debt collection platform Debtrak, enabling frictionless self-service and maximum debt recovery.
Optimisation
Strategic Advisory
Roadmap, design, and achieve continuous improvements targeting performance and protecting brand reputation in market.
Integrated technology for better recovery outcomes
Replace reactive collections with technology-enabled journeys that are easier on your business and its customers. We integrate with industry-standard interfaces and payment gateways, accommodating existing workflows and providing a secure environment that meets compliance requirements.
Underpinned by debt collection software Debtrak, your brand is able to provide an intuitive self-service experience driven by automation. Customers are empowered to independently manage their payments and seek assistance from our support teams, resulting in improved recovery rates.
Empathetically resolving accounts in distress
Debtors in arrears often feel overwhelmed or embarrassed, and may also feel pressured when collections start. Which is why our prevention and recovery efforts allay fears and treat your customers with empathy and respect.
Balancing customer care and debt recovery is proven to improve outcomes for all parties. We help debtors understand their options, make payments, set up arrangements or request hardship support — based on individual circumstances. Apart from mitigating bad debt, our empathetic approach minimises complaints and protects your brand from reputational risk.
Secure, compliant debt collection services
Probe CX takes compliance and security seriously. As such, we have the strongest security posture in the industry, and operate in accordance with:
- PCI DSS Level 1 compliance
- ISO 27001 Information Security Management Systems certification
- ISO 9001 Quality Management Systems certification
- The Australian Government’s Essential Eight model
Unlike other providers, we do not purchase debt. Rather, we work on your behalf to recover outstanding customer debts in line with regulatory requirements and agreed outcomes.
Collections that yield results
Organisations with complex compliance or hardship requirements transform their collections models with us.
-$5.1
Bad debt
Energy retailer’s multi-phased collections management strategy streamlines 1,600+ processes.
+87
Digital payments
Buy now, pay later company improves recovery rates without compromising customer service.
+50
Account handling
Hybrid staffing model and enhanced collections protocols increases agent performance.
Customised Collections as a Service models
No two customer portfolios are alike, which is why Collections as a Service accommodates your particular requirements — even as they evolve.
Whether the vision is automated self-service or full-scale omnichannel collections, your budget and objectives steer our recommendations. Create a scalable, high-performing model to uphold your brand’s reputation, choosing from onshore, offshore or blended delivery. Our 500 FTE team will provide the flexibility and expertise necessary to meet your desired outcomes.
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Digitally enabled, empathy-first collections.
Continuous improvement has resulted in more than 45 years of compliant, brand-safe collections for Australia’s and New Zealand’s leading organisations.
Digital-first experience
End-to-end solutions
Empathetic engagement
Proven success
Ready to modernise your collections model?
If you have been contacted by Probe Assist about a debt, please reach out here. Otherwise, speak with a collections specialist by filling in the form below.
Collections frequently asked questions
What is Collections as a Service (CaaS)?
Collections as a Service (CaaS) is an outsourced debt collection model in which an organisation uses a third party to manage a part or all of its collections activities. Organisations generally outsource collections to reduce internal workloads and access specialised expertise. CaaS through Probe CX is unique in that we can handle the entire collections process and end-to-end receivables management.
How do I choose a debt collection agency in Australia?
To choose a debt collection agency in Australia, look for a provider that seamlessly fits your industry and particular customer debts. You can achieve this by conducting diligence on a provider's deep experience, tenure, and expertise with their existing clients, ensuring they have a proven track record with the specific types of debts you need to recover. It is equally critical to evaluate their adherence to robust compliance measures per Government regulation, their historic success in recoveries, and their technical compatibility - ensuring their operational platform can integrate smoothly with your organisation's existing infrastructure.
What’s involved in debt collection compliance in Australia?
Debt collection compliance in Australia involves organisations meeting their obligations under ASIC’s and the ACCC’s consumer protection legislation. Debt collectors must follow debt collection guidelines that define appropriate conduct and how Commonwealth consumer protection laws apply. Other law obligations may apply depending on the situation.