No calls no credit
What can an Indian offshore BPO or KPO do when their American clients have stretched their credit limits and not paying up?
The economic challenges in USA have changed the way financial crisis are dealt with especially in off shore call centers where the dues are piling up. India seems to be the biggest loser in the bargain unless BPOs strictly say, “No calls no credit’. What’s worse is that lower service providers like Philippines and Vietnam and nearshore countries like Mexico are grabbing the business.
Here is a ring side view of the fall out of unlimited dreams, graveyard shifts and youngsters desperately seeking better pay packets when the calls are dropping and American clients not paying up. All is not well, but the ring tone can still be active if BPOs can survive the credit scare and snare in America.
Steve Myrs, President of Myrs Credit Advisors, Inc. has 34 years of accounts receivable experience in Credit Services for BPO and Ex-Im.
The background
In 2008 when the recession had started taking a toll on larger companies in America, few expected it to continue this long. Cash reserves are dwindling. In a country that survives on credit cards, swiping isn’t common anymore. Some intelligent financial advisors saw the writing on the wall and knew that it would not be long that the offshore franchises of American companies will be affected. Well, the problem has already come on Indian shores. The recession has caught on and it is now a matter of time that the domino effect is likely to take place. One can only provide hints to survive and dodge the bad debts and foreclosures. The economic situation is affecting more BPO companies as the global recession that started in 2008 drags into 2010. Cash flows of their clients are being interrupted. American companies that paid their bills on time are now paying 10 – 20 days late. Companies that were paying 10 – 20 days late are now paying 40 – 60 days late. Companies that were paying 40 – 60 days late, are now not paying at all and in most cases are out of business or soon will be. Everything on the financial landscape has changed, therefore credit managers and BPO owners must adapt and change policies. They must be more vigilant.
Avoiding the dwindling financial scare
Here is what the BPOs can possibly do to avoid total shut down of services and laying off thousands of employees. BPO companies need to watch their receivables much more closely. Talk to your clients and listen to what they say. Ask them how their business is doing. Discuss topics that will give you an idea of their financial health. That does not mean, to stop granting credit and to put everyone on cash. If you do that, your business will suffer due to loss of revenue. You will also alienate your clients. Ultimately, your business will lose, if you implement a “no credit” policy.
Ready Tips
• If you have any doubt, retrieve a financial report or contact a credit advisory firm to do some research on their current financial condition. Internet credit reports, even from the large and very well known credit bureaus are not enough by themselves to make a solid decision.
• Hire a credit advisory firm in the home country of you client and have them investigate and send you their findings. There are not many firms with the ability to do this, but there are a few. You can expect to pay between USD $100 and $250 for advice from a good firm. This expenditure is very worthwhile.
• In the beginning process of taking a new client, it is very important to analyze your client’s credit worthiness. It is imperative to do this before you invest your resources.
• Once the business has started and if your client unfortunately gets in arrears, you need to have an ongoing dialogue with them about the situation. If they fall further behind, don’t threaten them. Ask them if they have a plan of recuperation. Discuss it. Try to partnership together.
• If the situation continues to deteriorate, give them a realistic deadline concerning which services will be interrupted and exactly how much they must pay to continue. Try not to “cripple” their cash flow, but let them feel some financial pain from the interruption. At this step, only interrupt the supportive services and not any service that would halt operations.
• If they still do not pay or have not become less delinquent after you taking these initial steps, tell them about the next level of services, you are going to discontinue. Give them a deadline with ample time for them to adapt.
• If they miss the deadline to become current, do what you professed to do.
• Your client will most likely do one of two things; pay you or completely leave your services. If they leave, they also most likely will not pay you anything.
• If they leave without paying, you need to immediately contact a collection agency in the U.S.A. that specializes in BPO. There are very few, so be careful who you engage.
• Legitimate agencies will work on the policy, “No Cure, No Pay”, which means the creditor pays nothing, unless the agency collects money in their behalf. If an agency asks for advance payment, do not engage them. Move away from them as quickly as possible.
• The next question is the fee schedule. Reputable agencies will charge 10% to 30%, depending on the case. The two main factors of fee percentage will be the age and the amount of the debt. Other factors will involve disputes of record, ceased operations, and the general complexity of the case.
• Fees can also be based on incremental collected funds or on the total amount of the claim. If it is on collected funds, the percentage fee will be calculated on the actual amount of payment received on an incremental basis. If it is based on the total amount, it will be a fixed percentage. The “incremental” percentage is most often levied on the smaller amount files. It is usually in the best
interest of the BPO to work on the fixed fee schedule, so try to negotiate this type of arrangement.
• The next question to ask the agency is about the handling of the collected funds. Is the debtor directed to pay the BPO directly or are they directed to pay the agency?
Agencies in general prefer to hold the funds. This is okay, but make sure it is a reputable firm and make sure the funds are not held more than 30 days. If you can negotiate direct payments to you from the debtor, you are in a safer position. If the agency refuses to accept this arrangement, this does not mean this agency is not reputable, but it is an indication of whose best interest comes first; the agency or the client.
• The U.S.A. has been plagued in the past with the old scam of agencies collecting funds and never remitting to the creditor. Be careful which agency you choose.
• If an agency has not had any success within 120 – 150 days, they should at that point, collaborate with a collection attorney in the home state of the debtor. In many cases, the agency will know if the file should be moved to an attorney in a much shorter period of time. It all depends on the feedback and interaction between the debtor and the agency.
• There are 50 states within the U.S.A. and attorneys must be admitted to the bar of a particular state to practice law within that state. Most attorneys will only be omitted to one or possibly two states, so it is imperative the attorney is authorized to practice law in the state in which the debtor is conducting business. A good collection attorney in close proximity to the debtor will have more of an advantage to analyze the debtor’s ability to pay. First hand information is invaluable. A good agency will provide the correct attorney.
• Once an attorney is engaged by the agency, your percentage fee will increase. Try to have the agency lower their fee to offset the additional 15 – 20% that the attorney will charge. Your total fee should be able to stay at a maximum of 35% contingent on the funds being collected. The agency and attorney are both on contingency fees based on a percentage of the collected funds. The BPO will be required to advance funds for the court filing fees and other miscellaneous fees connected to the legal process. Depending on the state, your advancement will be between USD $200 and $700. This is a non-contingent fee and it will not be refunded.
• Once the petition is filed with the courts, this usually gets the attention of the debtor and a settlement is hopefully reached. If not, the case will go to court. A representative of the BPO must be prepared to make a personal appearance on the day of the court action as a witness against the debtor. The BPO witness will make a statement concerning the amount and the nature of the debt.
• If the BPO prevails and the court places a judgment against the debtor, the BPO will have won their case, but there is no guarantee you will receive your money.
• Many debtors will voluntarily pay the judgment or make arrangements for payments, although other debtors will not voluntarily pay.
• If this is the case, the BPO will then need to file another petition in the court for the judgment to be enforced. When you are granted the right of enforcement, you then will be able to collect against bank accounts and other assets of the debtor.
• If the debtor has no assets or files bankruptcy after the judgment is attained, the BPO will not receive any money. This is why it is very important to engage a good agency that will engage a good attorney that will not take the case, unless they are very sure of the debtor’s ability to pay. You do not want to “throw good money after bad money”. A worthless judgment serves no purpose.
Know your client’s credit worthiness, before you provide the service, not after.
And
If you need help collecting, engage a reputable agency.