Page 138 - 2019\20 KZN Top Business Portfolio - EBOOK

MCS DEBT RECOVERY

Saskia Hill
www.mcsdr.co.za

PROVIDING EXCELLENT SERVICE Hill is very hands on in her interactions with the call
centre agents. The location of her desk on the call
MCS Debt Recovery was established in 1995. Saskia centre floor (alongside the other members of the
Hill, then the external accountant for the business management team), enables her to constantly monitor
and staying true to her entrepreneurial spirit, collections and engage with the staff. That way, Hill
acquired the business in 2009 on the retirement of says, she can quickly acknowledge an agent who
the founder Mr Jo Tets. Since then, Hill has increased handles a telephone call well or is able to discuss a
the number of clients and has grown the staff difficult call.
employment numbers significantly.
“Our long-standing relationships with our clients
Hill says that the success of her business has been demonstrate not only the trust they have in the service
based on treating her staff as assets and believes that we provide, but also their satisfaction with our success
happy staff equate to successful collectors. She says, rates. We have, for example, been working with one
“Our vision is to be a leading debt recovery company, client since inception. We take pride in the professional
providing excellent service to our clients, in an services we provide to all our clients. Our team is our
environment where our staff can grow and develop.” greatest asset and combined with the effective and
Says Hill, “We promote a family type culture with reliable service providers, we are well positioned to
both our staff and our clients. The business slogan, grow into the international market.”
‘Walk in as a guest, and join the family’, is one that The current collections and financial management
we all embrace.” MCS Debt Recovery has also moved (credit providers) industry are facing some of the
from small, rented offices to larger, owned premises. greatest challenges that they have ever faced.
The business is based in Cornubia Business Park Debtors are under enormous pressure and this
and includes a generator room, staff canteen and a situation needs to be handled with incredible
training centre. foresight. “I remind the staff to have empathy when
As the well-being of the staff is always top of mind, dealing with people who are in debt – you never
MCS Debt Recovery has a highly productive and know what the person on the other end of the phone
motivated workforce. Staff are recruited from the is dealing with,” said Hill.
neighbouring towns. Over the years, job opportunities MCS Debt Recovery is now looking at growing their
for both employed and unemployed people have been business internationally and is very excited about the
created; training and coaching has been provided in opportunities available.
order that they may become successful debt collection In addition, a dedicated wellness manager works
agents with the possibility of being promoted to
managers and fulfil other key roles within the industry. together with management and staff to create
employee engagement strategies. This strategy
Motivating staff in the call centre environment is vital includes sending a daily motivational email which
and MCS Debt Recovery retains staff by offering good contains motivational messages, South African news,
incentives and delivering on what is promised. “We are highlights of the previous work day, and recognition
also consistently looking at innovative ways to engage messages. Motivational speakers deliver talks to
with our employees. We gamify existing processes by the whole workforce once per quarter. Quarterly
playing games to reward and encourage agents to get staff surveys are completed to ascertain employee
to the next level and consistently strive to increase satisfaction as well as obtain feedback on areas where
their performance in respect of their specific KPIs,” improvements can be made. Employees are also
says Hill. encouraged to share ideas for new strategies.

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