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I servizi per il
recupero crediti
©2012
Chi è CRIBIS Teleservice
CRIBIS Teleservice è la società del Gruppo CRIF che da oltre 15 anni
offre a banche, societ...
©2012
Il ciclo del credit management
CRIBIS Teleservice completa il ciclo del credit management con la
gestione stragiudiz...
©2012
Macro analisi di andamento
Dai dati dello Studio Pagamenti 2013 di CRIBIS D&B, si osserva una riduzione
della quota ...
©2012
Macro analisi di andamento – dimensione aziendale
èIl pagamento regolare è inversamente proporzionale alle dimension...
©2012
Attenzione ai termini di pagamento
• Lo scenario dei pagamenti 2012 in Italia conferma il trend
negativo iniziato gi...
©2012
Modus operandi del mercato B2B nel recupero crediti
Aziende
Obiettivi:
• Necessità di migliorare i tempi di incasso
...
©2012
Comportamenti virtuosi nelle strategie di recupero
1
Soprattutto in situazioni di crisi, le aziende che attuano stra...
©2012
I limiti di un approccio “comune”
I principali limiti di una gestione non industriale del recupero crediti
sono rico...
©2012
Da un approccio sequenziale
e indifferenziato…
Sequenza di azioni
indifferenziata,
basata sui giorni di
Azione 1 Azi...
©2012
…ad una segmentazione basata
su rischio e valore
Misurazione della
1
S t i
2
Probabilità di
recupero
Segmentazione
p...
©2012
I vantaggi dell’outsourcing
Organizzazione flessibile
 Struttura di recupero dedicata
 Attenzione alle performance...
©2012
La struttura di CRIBIS Teleservice
• Oltre 400 operatori di phone credit collection
• Recuperatori domiciliari con c...
©2012
Formazione continua
• Formazione continua su tecniche di comunicazione interpersonale
• Centro di competenza in tema...
©2012
I servizi di CRIBIS Teleservice
COLLECTI
COLLECTI
CUSTOMER LITIGATIONCOLLECTION SERVICING
GESTIONE RECUPER FIELD GIU...
©2012
I nostri servizi: alcuni esempi
• Gestione Portafoglio fatture
GESTIONE FATTURE
• Attività di Moral Suasion
 Verifi...
©2012
I nostri servizi
• Sollecito Late
 Gestione Epistolare
FIELD COLLECTION
Gestione Epistolare
 Diffida/ Messa in mor...
©2012
Grazie per l’attenzione
Prochain SlideShare
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CRIBIS TELESERVICE: I servizi per il recupero crediti

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CRIBIS Teleservice is the company belonging to CRIF Group specialized in collection management services. With more than 400 phone collection operators, 90 door to door debt collectors on the italian territory and more than 1.000.000 practices processed every day, CRIBIS TELESERVICE allows you to recover the outstanding, increasing profits and maintaining the relationship with your customer. CRIBIS Teleservice is a UNIREC member.

Publié dans : Économie & finance
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CRIBIS TELESERVICE: I servizi per il recupero crediti

  1. 1. I servizi per il recupero crediti
  2. 2. ©2012 Chi è CRIBIS Teleservice CRIBIS Teleservice è la società del Gruppo CRIF che da oltre 15 anni offre a banche, società finanziarie e imprese una gamma completa di servizi per la gestione in outsourcing di ogni fase della credit collection:servizi per la gestione in outsourcing di ogni fase della credit collection: dalla customer care al recupero stragiudiziale e giudiziale. Attraverso procedure collaudate ed efficaci e una attività strutturata eAttraverso procedure collaudate ed efficaci e una attività strutturata e tempestiva i servizi di CRIBIS Teleservice permettono la risoluzione preventiva di eventuali problematiche di pagamento. CRIBIS Teleservice ti consente di recuperare l'insoluto, aumentando i profitti e salvaguardando il rapporto con il cliente. 2
  3. 3. ©2012 Il ciclo del credit management CRIBIS Teleservice completa il ciclo del credit management con la gestione stragiudiziale e giudiziale in outsourcing dei crediti insoluti 2. Acquisition 3. Portfolio Managementg 4. Debt Collection 1. Planning & Development 3
  4. 4. ©2012 Macro analisi di andamento Dai dati dello Studio Pagamenti 2013 di CRIBIS D&B, si osserva una riduzione della quota di pagatori puntuali e dei ritardatari moderati (fino a 30 giorni medi), a fronte di un incremento dei ritardatari più gravi, soprattutto in corrispondenza di chi regola le transazioni commerciali con un ritardo medio superiore ai 60 giorni oltre il termine. Si rileva, infine, il peggioramento osservato per il ritardo più grave (oltre 90 giorni medi) che subisce un incremento di quasi due punti li ll’ dpercentuali sull’anno precedente. 4
  5. 5. ©2012 Macro analisi di andamento – dimensione aziendale èIl pagamento regolare è inversamente proporzionale alle dimensioni dell’impresa: • sono ancora le Micro aziende (buona parte del mercato italiano) a di ti i t t iù ilib t ll ti d lldistinguersi per un comportamento più equilibrato nella gestione delle transazioni commerciali (47,9% paga nei termini) • per le aziende medio – grandi pagamento regolare è fortemente ridotto: rispettivamente nel 25 3% per le prime e 13 8% per le seconderispettivamente nel 25,3% per le prime e 13,8% per le seconde 5
  6. 6. ©2012 Attenzione ai termini di pagamento • Lo scenario dei pagamenti 2012 in Italia conferma il trend negativo iniziato già negli scorsi anni: infatti, la quota di “buoni t i” h bit d t d ll’1 4% i tt l 2011 ipagatori” ha subito un decremento dell’1,4% rispetto al 2011 e si assesta al 44,3% del totale. • Lo scenario dei pagamenti 2012 in Italia conferma il trend ànegativo iniziato già negli scorsi anni: infatti, la quota di “buoni pagatori” ha subito un decremento dell’1,4% rispetto al 2011 e si assesta al 44,3% del totale. E’ necessario attivarsi con azioni di recupero crediti che possano educare i clienti alla puntualità dei pagamenti e prevenire situazioni di insolvenzaprevenire situazioni di insolvenza. 6
  7. 7. ©2012 Modus operandi del mercato B2B nel recupero crediti Aziende Obiettivi: • Necessità di migliorare i tempi di incasso (DSO) medio-grandi ( SO) • Ottimizzazione delle funzioni interne di cash management Approccio:Approccio: • Costi fissi per il ricorso al recupero giudiziale • Ricorso alla phone collection Obiettivi: • Messa a perdita dei crediti/ cessione a fine Aziende piccole p anno in fase di chiusura di bilancio Approccio: • Ricorso tardivo al recupero creditiRicorso tardivo al recupero crediti • Recupero usato come leva per accelerare la cessione o le perdite su crediti • Ricorso all’esazione domiciliare 7 • Ricorso all’esazione domiciliare
  8. 8. ©2012 Comportamenti virtuosi nelle strategie di recupero 1 Soprattutto in situazioni di crisi, le aziende che attuano strategie di recupero più efficaci lavorano in questo modo: 1.Affrontano presto l’insolvenza 2.Gestiscono processi di recupero crediti strutturati e rapidi 3.Costruiscono diversi work flow in base a target e obiettivi3.Costruiscono diversi work flow in base a target e obiettivi 4.Sfruttano le informazioni (interne ed esterne) 5.Misurano le performance con costanza La strategia vincente quindi consiste nell’avere 3 capacità: cambiare velocemente sapere d f lquando farlo sapere se ha funzionato 8
  9. 9. ©2012 I limiti di un approccio “comune” I principali limiti di una gestione non industriale del recupero crediti sono riconducibili ai seguenti fattori:  Limitata specializzazione delle Risorse  Approccio standardizzato rispetto a diverse tipologie di credito e debitori  Non sufficiente impegno sull’aspetto tempo  Meccanismi di raccordo poco presidiati ed efficaci (tipicamente nella gestione “committente” “fornitore”)  Limitata attività di monitoraggio o monitoraggio “univoco”Limitata attività di monitoraggio o monitoraggio univoco  Supporto applicativo non all’altezza 9
  10. 10. ©2012 Da un approccio sequenziale e indifferenziato… Sequenza di azioni indifferenziata, basata sui giorni di Azione 1 Azione 2 Azione 3 Giorni di ritardo  20 45 60 ritardo Azione 1 Azione 2 Azione 3 … Crediti 1 2 Esecuzione Verifica insoluti Azione risultato Scarso utilizzo dei risultati per revisione e tuning del processo. ll l ll’ d fControllo risultati orientato all’identificazione dello step successivo e all’attribuzione delle competenze 10
  11. 11. ©2012 …ad una segmentazione basata su rischio e valore Misurazione della 1 S t i 2 Probabilità di recupero Segmentazione portafoglio  Razionalizzare  Sistematizzare Diversificazione approccio 3 Verifica Risultato / Tuning 5  Sistematizzare  Automatizzare pp 4 / Tuning strategie Esecuzione Azione 11
  12. 12. ©2012 I vantaggi dell’outsourcing Organizzazione flessibile  Struttura di recupero dedicata  Attenzione alle performance e in termini di movimentazione dei crediti  Focus sul prodotto e sulla rischiositàFocus sul prodotto e sulla rischiosità della clientela  Trasferimento delle informazioni, rispetto delle tempistiche e degli SLA  Produzione di reportistica Maggiore qualità del servizio  Gestione “obiettiva” del portafoglio  Professionalità del team di Migliore performance economica  Professionalità del team di collection  Serietà e trasparenza  Maggior recupero a costi sempre più bassi  Economie di scala 12 p  Economie di scala
  13. 13. ©2012 La struttura di CRIBIS Teleservice • Oltre 400 operatori di phone credit collection • Recuperatori domiciliari con copertura capillare di tutto ilRecuperatori domiciliari con copertura capillare di tutto il territorio • Oltre 1.300.000 di pratiche gestite ogni anno • Aderente UNIREC (Unione Nazionale Imprese Recupero Crediti e Informazioni Commerciali) Headq a te Bologna Via Della Be e a a n 19• Headquarter: Bologna Via Della Beverara n. 19 Altre localizzazioni:  Rende (CS) - struttura operativaRende (CS) struttura operativa  Milano - struttura commerciale  Roma - struttura commerciale 13
  14. 14. ©2012 Formazione continua • Formazione continua su tecniche di comunicazione interpersonale • Centro di competenza in tema di privacy e sicurezza (Centro Privacy) • Idonee procedure organizzative per l’autorizzazione degli incaricati interni al trattamento dei dati personaliinterni al trattamento dei dati personali • Rispetto delle forme corrette di comunicazione con il debitorep (cfr. art. 2 – Principio di liceità del trattamento) • Adozione di tutte le misure di sicurezza necessarie a garantire il corretto trattamento dei dati e redazione del Documento Programmatico sulla Sicurezza (DPS) 14 Programmatico sulla Sicurezza (DPS).
  15. 15. ©2012 I servizi di CRIBIS Teleservice COLLECTI COLLECTI CUSTOMER LITIGATIONCOLLECTION SERVICING GESTIONE RECUPER FIELD GIUDIZIALECOLLECTI ON HARD ON MID STAGE GESTIONE FATTURE RECUPER O EARLY FIELD COLLECTION DIFFIDA GIUDIZIALE Intercettazione claims Sollecito reiterato Lettera Analisi del credito Azione Pre.legale Rintracci Intercettazione claims Phone Coll Esattori Transazioni Anticipo incasso Supporto su criticità Acquisizione informazioni Predisposizione pagamenti Lettere Azione monitoria Dilazioni Azione esecutiva Pressione Educazione al Gestione Cliente PDR Investigazioni PDR Verifica beni Educazione al pagameneto DEFAULT Valutazione esigibilità Early Mid L t 9% 73% Early Tempi Costi Efficacia 17% 58% Mid Tempi Costi Efficacia 13% Tempi Costi Efficacia Late 18% 73% 25% 47% 40% 15
  16. 16. ©2012 I nostri servizi: alcuni esempi • Gestione Portafoglio fatture GESTIONE FATTURE • Attività di Moral Suasion  Verifica Claims  Reinoltro Fatture  Riqualificazione Customer DB PHONE COLLECTION • Sollecito Friendly  Gestione Epistolare • Sollecito Mid  Verifica e RintraccioVerifica e Rintraccio  Relazione finale 16
  17. 17. ©2012 I nostri servizi • Sollecito Late  Gestione Epistolare FIELD COLLECTION Gestione Epistolare  Diffida/ Messa in mora  Recupero Domiciliare  Relazione GIUDIZIALE • Litigation Stragiudiziale• Litigation Stragiudiziale  Citazione Non iscritta a ruolo  Phone Collection Legale Liti ti Gi di i l• Litigation Giudiziale  Ricorso per Decreto Ingiuntiva  Procedura Esecutiva  Insinuazione a default  Certificazione Inesigibilità  Messa a perdita/ Cessione 17
  18. 18. ©2012 Grazie per l’attenzione

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