Page 3 - KZN Business Sense - 4.2

WALK IN AS A GUEST AND

JOIN THE FAMILY!

askia Hill, owner of MCS ■ Phoenix Child Welfare:
Debt Recovery, says that the Donations
Ssuccess of her business has ■ Cornubia Primary School: We
been based on treating her staff as have “adopted” our local school
assets and believes that happy staff and ask for a list of their needs
equate to successful collectors. She every quarter
says, “Our vision is to be a leading
debt recovery company, providing ■ Previously disadvantaged
excellent service to our clients, in entrepreneurs: Three emerging
an environment where our staff black entrepreneurs have been
can grow and develop.” provided with finance to
buy much needed equipment
Says Hill, “We promote a family to enhance their small
type culture with both our staff and businesses. This is done on an
our clients. The business slogan, annual basis
‘Walk in as a guest, and join the
family’, is one that we all embrace.” ■ Staff members’ school fees: If
the staff have children at high
MCS Debt Recovery was school their fees are paid in full.
established in 1995. Hill, then the If they themselves are studying
accountant for the business and at tertiary institutions, a
staying true to her entrepreneurial payment towards their tertiary
spirit, acquired the business in fee is made
2009 on the retirement of the
founder Mr Jo Tets. Since then, Hill says that a highlight of
Hill has increased the number of her call centre journey has been
clients tenfold and has grown the watching the growth of business.
staff employment number from Team from left to right: However, this has not been without
40 to 220. Rajeshree Naidoo, Derek Truter, Saskia Hill, Lee Anne Dhorie, Jane Vosper, Preshena Takurpersad challenges, as well as many

MCS Debt Recovery has also sleepless nights. Being a woman in
moved from small, rented offices on the ADRA board (Association the management team), enables existing processes by playing games business and having three children
for Debt Recovery Agents) from
to larger, owned premises. The 2014 to 2016, contributing to her to constantly monitor which have rewards to encourage - Lara, Matthew and Ross, she has
business is now located in an various industry body discussions collections. That way, Hill says, agents to get to the next level and often had to juggle her time and
860m² building in Cornubia’s light she can quickly acknowledge an consistently strive to increase their work long hours to ensure that all
industrial area, accommodating and changes in respect of the agent who handles a telephone performance in respect of their her commitments are met. She
debt collection. ”We are proud to
all the staff and includes a have representation by Lee Anne call well or is able to discuss a specific KPIs,” says Hill. reflected, “I miss being able to
generator room, staff canteen and Dhorie on both the current ADRA difficult call. attend all the coffee mornings with
a training centre. Hill is as passionate about my friends, but I wouldn’t change
and Council for Debt Collectors’ She commented that the giving back to her staff as she is my life at all. My friends and
Hill’s passion for client service boards. This enables us to keep current collections and financial to the wider community. “We family are a huge support to me.”
is evident in that she personally abreast of all industry changes management (credit providers) include our staff in regular
liaises with clients when required. and allows us to contribute industry are facing some of the charity drives which involve As a member of the Entrepreneur
“In our 22 years of existence, we significantly to legislative greatest challenges that they have various organisations and Organisation in the Durban
have never lost a client, which is changes,” says Hill. ever faced. Debtors are under communities. Our staff appreciate Chapter, Hill also actively promotes
as a result of our business practice As the well-being of the staff enormous pressure and this being part of these activities entrepreneurship in South Africa.
and ethics, as well as the fantastic is always top of mind, MCS situation needs to be handled with and are also encouraged to, “pay She says, “I would like to instill a
relationships we have with our Debt Recovery has a highly incredible foresight. “I remind it forward” when receiving an sense of entrepreneurship in my
clients. We have consistently productive workforce. Staff are the staff to have empathy when incentive reward.” children so that they are equipped
remained top achievers with recruited from the neighbouring dealing with people who are in with the mindset to have a stronger
our biggest clients who are in towns. Over the years, job debt – you never know what the MCS Debt Recovery has been appreciation and respect for
the financial services, retail and opportunities for both employed person on the other end of the involved in several projects with business, and to be diligent in their
vehicle tracking sectors.” phone is dealing with.” the Robinhood Foundation goal settings.” Hill has recently
and unemployed people have been returned from an Entrepreneurs’
MCS Debt Recovery has an created; training and coaching In addition, a dedicated wellness including the donation of books, Organisation Global Learnership
experienced management team, has been provided in order that manager works together with groceries and clothing on an Conference in Canada where 2 000
which has been built over time, they may become successful management and staff to create ongoing basis together with international entrepreneurs met.
often due to promotions from debt collection agents with the employee engagement strategies. sending volunteers to assist with “It was an incredibly rewarding
within the staff complement. possibility of being promoted to This strategy includes sending certain programmes. and inspiring week to network with
During the first few years of managers and fulfil other key a daily motivational email Other initiatives include: business owners from around
taking over the business, Hill did roles within industry. which contains motivational the world.”
all the management tasks herself One of her favorite quotes, about messages, South African news, ■ Quarterly blood bank drives
but then realised that having your employees is from Richard highlights of the previous work (where the blood bank comes to In her free time, Hill may be
senior people to help her would day, and recognition messages. the office) found indulging in her love of
really assist in accomplishing Branson: “Train people well Motivational speakers deliver ■ Sunflower fund: staff have sport, be it through supporting
enough so they can leave, treat
more. She says that due to her them well enough so they don’t talks to the whole workforce joined the register for stem her children and husband Grant
accounting background, she is want to”. once per quarter. Quarterly cell donors. in their sporting endeavours,
very systems driven and her goal staff surveys to ascertain ■ Feeding the homeless on the watching a rugby game, or cycling
has been to work smarter and to Motivating staff in the call centre employee satisfaction as well as beachfront on a tandem.
keep abreast of technology and environment is of prime concern obtain feedback on areas where Hill concluded by saying that
new trends in the industry. and MCS Debt Recovery retains improvements can be made are ■ Supporting the annual “slipper every day is a “school day” where
staff by offering good incentives undertaken. Employees are also day” and “casual day”
Hill has attended debt collection and delivers on what is promised. we should challenge ourselves to
conferences in both the United encouraged to share ideas for new ■ KZN Deaf and Blind Society: learn something new. Set goals
Kingdom and USA, bringing back Hill is very hands on in her strategies which are implemented Contributing towards their and hold yourself accountable for
valuable learnings and sharing the interactions with the call centre if appropriate. cause as well as bringing staff achieving them. “Don’t be afraid
progress South Africa has made in agents. The location of her “We are also consistently looking from the Deaf and Blind Society to chase your dreams, reach up for
both the ICT and debt collection desk on the call centre floor at innovative ways to engage to educate our staff and interact the stars while keeping your feet
sectors. In addition, Hill served (alongside the other members of with our employees. We gamify with them on the ground.” 

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