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Case Report: Helping Debt Collectors get Results in a Socially Responsible Way

Flanderijn is a major debt collection agency in the Netherlands. In recent years debt collection has changed. Creditors used to only be interested in getting their money as quickly as possible. Today most creditors feel a social responsibility too. So there has been a change from “When do I get paid?” to “What’s happening with my customer?”

Debt collection is done most successfully by phone. At Flanderijn, on a daily basis, almost 400 employees have telephone contact with the customers of their clients. It is not an easy job. Most people and companies pay their bills. If they don’t, there is some kind of problem. So most of the time the employees work under stress and sometimes they face aggression. That’s why debt collectors are trained frequently. 

Mindsonar is used to get an alignment with the wishes of the client. Every two years Flanderijn management selects their best debt collectors. The ones that not only have a good collection results, but also have a high score on customer satisfaction and debtor satisfaction. These experts are modeled and the Mindsonar results are used to sharpen the content of the trainings.

For example in recent years we have noticed a shift in meta programs from highly internally referenced, very proactive, and procedural to more externally referenced, more reactive and more options oriented. In general criteria changed have from ‘results’ to ‘contact’.

The MindSonar professional running this project was Kees Over de Vest (Netherlands). Look him up in the Registry.

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