The 60-second Collections friction test 

Your goal is to collect more and spend less. But traditional collections processes are full of negative friction – digital dead-ends, 9-5 call centres, and agents working with blindfolds on. Take our test to get your Collections Friction Score. 

Section 1: The Digital Journey

1. Can a customer fully set up a sustainable payment plan (including I&E) on your website at 10 PM on a Sunday, without talking to an agent?

2. Does your digital journey have a clear "I need help" or "I'm vulnerable" button that immediately routes to a specialist or pauses automation?

3. If a customer pays via your portal, does your agent's system update instantly (real-time) to stop them from making a chase call 5 minutes later?

Section 2: The Agent Experience

4. When a customer calls, can your agent see the customer's entire recent history (including portal visits and sent emails) on a single screen?

5. What percentage of your inbound calls are for simple tasks (e.g., "What's my balance?", "I want to pay")?

Section 3: Strategy & Agility

6. When you want to change an SMS template, email wording, or strategy rule, how long does it typically take?

7. Are your automated outbound communications (SMS/Email) 'two-way,' or are they 'No-Reply' messages that force the customer to dial your call centre for every query?

8. Are you currently A/B testing your communications (e.g., Subject Lines) to see what drives better engagement?

Section 4: Compliance

9. Can you generate a complete, second-by-second audit trail for a single customer journey in under 5 minutes?

10. Does your system automatically apply specific "breathing space" rules immediately upon a vulnerability flag, across all channels?

Please answer all questions before calculating.
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Friction

Friction is a choice.

Modern collections platforms are designed to eliminate these bottlenecks. We can show you exactly how.

Book a "Frictionless" Demo

 

The traditional approach to managing debt – waiting for a missed payment – is no longer sufficient. It's time to shift from reactive firefighting to proactive support, fostering stronger bonds and protecting both your customers and your bottom line.

Flexys Pre-arrears Strategy guide
This test is for guidance purposes only and does not constitute formal regulatory advice.