Lidbury

Providing specialist training & consultancy in the field of collection and recovery.

Collection and Recovery Skills Transfer and Training Solutions

Customised collection and recovery skills training

We lead the field in providing customised skills transfer and training programmes that are proven to achieve. Where applicable, our mix of workshop and live demonstration practical application, gives best practice theory with the considerable added advantage of attendees being able to see the activity performed successfully in a live environment. Tailor-made programmes are designed which act as a catalyst to maximise productivity and effectiveness, in all aspects of Arrears Management and Credit Control. All programmes are customised to the client’s requirements, in terms of: employee ability, customer base, collection stance, policies and procedures. This enables an organisation to achieve not only early, but more importantly, sustained success.

Generic collection and recovery skills training

We offer non-customised but highly effective collection and recovery skills training programmes, without the cost of programme customisation. These programmes are ideal for the smaller organisation or an organisation whose product, customer base and process are reasonably straightforward. These programmes are typically two days in duration, in a workshop environment, whereby we share current best collection and recovery practice , including: the structure of an effective contact, the psychology behind successful collections, best practice collection techniques, effective phrases to employ, how to determine the customer type and subsequent strength of delivery to adopt, identifying the boundaries of professional collection practice.

Collection and recovery management mentoring

ln many organisations the recruitment selection criteria, whether it be at team leader, manager or director level, often does not necessitate a requirement for collection and recovery experience. This service offers individual managers the help and support that may be required to maximise their full potential.  The support may range from a few days through to a sustained period of time, typically offered face-to-face, on either a full or part time basis, with ongoing telephone support.

Collection and recovery interim management

This service enables clients to bridge any continuity gap caused by, for instance: resignation, parental leave, restructuring, liquidation, where there is no identified internal option to ensure continuity in this vital area of the operation.

Additional collection and recovery training services

We also offer additional customised solutions including: best practice collection and recovery coaching programmes, online interactive learning packages, live demonstration audio libraries, best practice phrasing guides.

Collection and Recovery Consultancy Solutions

Advice on purchase and optimum use of technology

Whether it be: Predictive Dialing, Automated Call Distribution, Interactive Voice Response, or Collection, Litigation and Recovery Software, our input helps to ensure the correct purchase decision is made and once the technology has been purchased, that the inevitable learning curve to best practice usage, is minimised.

High value asset investigation and recovery

This service is offered to clients who have a debt in excess of £500,000 in value. Whereby there is a need for a detailed examination covering the background  situation leading to the potential loss and the current situation regarding both any assets and individuals involved.  This is followed by a report of findings and detailed recommendations for recovery.  This examination and report on findings often leads to an instruction from the client to take subsequent recovery action. 

Customer contact sequence design

Whether contact is made via telephone, face to face, traditional mail or electronic media, the quality of contact will obviously greatly influence its success. Using our experience of working with best practice organisations world-wide, we have designed contact strategies for all mediums. The positive results of what sometimes looks like a series of minor changes to existing processes, are often major in terms of response rates, monies recovered and subsequent reductions in write-off to bad debt.

Operational reviews

This type of review firstly identifies a client’s current position benchmarked against what is regarded as industry best practice and therefore what gap, if any, exists between the two. With our exposure to identified best practice, we are able to make detailed recommendations to bridge any gap that may exist. An operational review can be undertaken on a total process basis, covering all aspects of the process, or on a locally defined area, step or function, within the total process. The report on findings is broken down into some sixty key components, under the four main sub headings of: Technology, Human Resource, Management and Workflow.

Benchmarking

To existing clients, we offer a statistical and process benchmarking service, so that they may identify opportunities for improvement against best practice whilst monitoring their performance against similar products and processes. We act as confidential co-ordinators of information for many organisations. We then distribute the information, whose original source can only be identified via a membership number, which is known only to the client themselves thus protecting confidentiality.

Management information

Management information is obviously a crucial component in best practice status. However, it is our experience that there is a gulf in many organisations, between what is available to them and what best practice demands. Often this gulf is not necessarily technology restricted, but possibly a lack of exposure to best practice measurement. Common issues include: Portfolio Analysis, Productivity and Effectiveness, Audit and Fraud Prevention and Prediction Analysis. We have designed, for a number of clients, a suite of best practice management information, which has subsequently enabled them to manage and measure the performance of their business far more effectively than ever before.

Performance targeting

Identified as a ‘low cost big win’ for many organisations. We have designed and implemented performance targeting systems, that have improved performance, in terms of productivity and effectiveness and reduced direct costs, cash flow and write-off to bad debt. In some cases the impact is estimated to run into tens of millions of pounds.

Risk scoring

The concept of risk scoring is well established within many organisations, however it is apparent that its use in many organisations can be expanded with great success. We have worked with a number of clients on risk scoring projects, ranging from relatively simple but effective point scoring, to highly advanced behavioural scoring systems. The advatages of being able to prioritise work, identify the correct strength of message to deliver and adopt the most cost effective strategies, become clear very quickly. They include reductions in: direct costs, provisions and write-off to bad debt and improved cashflow to name but a few.

Typical Success Criteria

Improvements in many, if not all, of the following areas are typically achieved post training or consultancy implementation

Improved cashflow Improved staff motivation
Improved kept payment promise ratios Reduced repeat default
Improved customer satisfaction Reduced provision and write-off
Reduced use of often ineffective enforcement actions Reduced customer contact and thus cost of handling cases in arrears

About Us

Lidbury was established in 1993, by Chris Deloyde. Chris spent the preceding twenty years running some of the UK’s most successful Arrears Management and Credit Control operations.

All of Lidbury’s trainers and consultants are handpicked from similar backgrounds, enabling us to offer services and advice based on best practice experience. We believe this gives us a tremendous advantage over traditional training and consultancy providers.

We are justifiably proud of our reputation, it has become our most highly prized asset over the last 25 plus years.

There are a number of reasons why you should feel confident in choosing Lidbury to provide your Collection & Recovery, Arrears Management or Credit Control Training and Consultancy solutions, they include …

Our experience is our advantage. We have gained, in both previous senior line management positions and whilst advising our existing client base, a wealth of best practice experience.
Our client base is willing to give open and frank references on work undertaken.
We have a 90% plus repeat business ratio.
We give advice to many of the world’s best collection practice organisations.
We have an average client evaluation on work undertaken independently benchmarked at ‘well above expectations’.
We offer a service guarantee, that states if a client is not delighted with the service supplied they will not be invoiced. We are pleased to confirm that from the 1500 plus, pieces of work undertaken to date, no client has ever invoked their rights under this guarantee.
All work undertaken is quoted on a fixed price basis, so as to ensure compliance to any budgetary constraints.

Client Base

As can be seen we have a wide cross-section of clients, including Government, Utility Companies, Finance Houses, Social Housing Providers, Building Societies and Banks.

AT&T Lloyds Bank
AA Financial Services Lombard Bank
Bristol & West Building Society Longhurst Group
Chelsea Building Society NatWest
Child Support Agency Newcastle Building Society
DWP Revenue Commissioners
Eagle Star/Zurich Royal Bank of Scotland
G.E. Capital South West Water
Goldman Sachs TSB
Grattan PLC Vodafone
H M Courts Service West Bromwich Building Society
H M Revenue & Customs Yorkshire Water

Get in Touch

 
Chris Deloyde
Telephoning within the UK :
 01172309083
 07831 505166

 

Telephoning from outside the UK :
+44 1172309083
+44 7831 505166

 

info@lidburypartnership.com

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