EXUS Collections & Recovery Blog

Nikos Lambrou

Recent Posts

Digital transformation in Southeast Asian banks: Mover or follower?

Posted by Nikos Lambrou on Thu, Jul 18, 2019 @ 03:07 PM

The world of Southeast Asian banking is a digital arms race. This revolution is being driven by a bold fintech startup scene, ever-pervasive e-commerce platforms and the ease of digitalisation facilitated by cloud computing. 

With transformational developments perpetually being driven by young and hungry fintech banks and an audience that is becoming increasingly mobile (90% of the region’s internet users are also smartphone users), banks need to start seriously considering their digital transformation strategies if they wish to remain relevant.


Agent Incentives for better Customer Communication

Posted by Nikos Lambrou on Tue, Oct 10, 2017 @ 08:00 AM

Incentivizing your collectors is key towards better team management, motivation and performance increase. Daily motivation is critical, even after extensive training is offered to collections professionals. When they have it, they perform better and achieve higher collections rates. Incentive programs must be smartly designed and comprise of a mix of KPI’s in order to actually increase collections results.

This post offers tips on how collections managers can structure incentive programs so that collectors work harder and smarter to improve results. 



The 4 Steps to Customer Segmentation

Posted by Nikos Lambrou on Thu, Mar 23, 2017 @ 01:00 PM

Customer segmentation refers to the strategy of dividing customers into groups based on characteristics to better tailor messaging and communicate to each audience. These characteristics might include type of debt, amount of debt or location.

It’s important for collections departments to segment customers because they have complex differences. Each customer is in a different collections stage and a unique financial situation. Segmenting resolves obligations in a way that resonates with customers while improving collections rates. 

Continue reading to learn the four steps to implementing customer segmentation at your organization. 


Tech’s Role in Debt Collections: The Right Offer At The Right Time

Posted by Nikos Lambrou on Mon, Jan 30, 2017 @ 11:30 AM

Each stage of delinquency—soft, pre-litigation, litigation and recovery—requires a different approach to keep collections on track.


3 Critical Ingredients to Better Debt Collections Performance

Posted by Nikos Lambrou on Tue, Jan 17, 2017 @ 11:00 AM

The collections and recovery industry is one of today’s most vital and fast-paced business segments. Unfortunately, many collections businesses still employ traditional practices like cold calling, while attempting to compete in an increasingly complex world. 


How to Structure and Implement Incentive Programs

Posted by Nikos Lambrou on Thu, May 19, 2016 @ 01:00 PM

In an increasingly competitive environment, it's more crucial than ever that businesses work to get the most out of their employees. Incentivising your workers is the best way to make sure they are giving you 100% and that you're making the most of their abilities. This is particularly evident in the case of debt collection, where collectors are asked to meet ambitious deadlines and to juggle various debtors on a daily basis.


3 Ways Collectors Can Better Communicate with Customers

Posted by Nikos Lambrou on Mon, Dec 21, 2015 @ 10:00 AM

When consumer behavior changes, businesses must change with them. The collections and recovery business is no different. New technology has altered how consumers resolve obligations. Banks, telecoms, utility companies and third-party agencies that do not adapt to this trend risk losing market share.