ITC Business Administrators was founded in 1989. We are centralised in Cape Town and have a staff compliment of 200 and call centre capacity of 400 (day and night).
The ITC Business Administrators brand continues to be our point of difference with competitors.
The South African debtor has a very strong association with the brand. This, combined with our well established and trained team of credit controllers, supervisors and managers, has seen us achieve great results for our clients. The “ITC” brand is still very closely linked to credit bureau activities in the market.
We therefore leverage this ITC brand when performing collection activities as debtors closely relate any communication from us with potential adverse credit listing. This pe
Our core values
Quality Control, Training and Compensation structure for staff
All calls are recorded. Our in-house training department is responsible for ensuring that all our credit controllers
have a minimum score of 95% for call quality and procedure. Our recruitment process includes written and oral
assessments to ensure that we employ staff that meet our strict recruitment criteria. All staff are required to
pass an in-house training course which includes client, system and collections training before being given a
contract or permanent employment. Our clients may choose to be involved in the approval of call scripts as well as all outgoing communication. Our credit controllers and supervisors receive an above average industry-related basic salary plus commission once individual targets have been achieved. We are fully compliant with Employment Equity and Skills Development legislation.
The WinCollect Enterprise Suite offers client/server technology, delivers powerful features and functionality to
ensure agents work the right accounts at the right time. When linked with the Web-collect.net browser interface, this package offers a complete enterprise wide solution. Web-collect.net is the Web-browser based application that allows our clients to access their information from the WinCollect Enterprise Suite database, review debtor/account history, debtor status information, notes and comments. This is accessed through a web browser with a simple link to the internet. Our collection system makes provision for us to calculate interest on outstanding debt as and when required by our client.
Reporting & Performance Monitoring
WinCollect enables ITC Business Administrators to take control of the reporting environment with a range of
preformatted reports that are professionally designed to provide you, the client, with valuable information.
With Webcollect.net our clients are kept up to date with results anytime from a Web Browser. This allows you
to review accounts in real-time and gives the client a quick snapshot of the results from within a single page
Dashboard. All reporting and file transfers can be done in various formats i.e. excel; csv, text etc. and the
transfer of files can be done either via e-mail or FTP.
Compliance and ethical collections are tenets of the ITC Business Administrators brand. Compliance with legal,
regulatory and contractual requirements and ethical standards is essential for business growth. We, and our
business partners, demand and expect mutual brand name and reputation protection through a strong culture
of compliance. We are committed to the Debt Collectors Code of Conduct. Adherence to this Code and our
company’s policies and procedures forms part of our employment contracts and key performance indicators for
our people. Our business partners regularly audit our collection operations to ensure regulatory and contractual
compliance. Our in-house trainers and business analysts critically evaluate the effectiveness and application of
our policies and procedures and our compliance programs across operational and administrative spheres. As
members of the Council for Debt Collectors and The Association of Debt Recovery Agents (ADRA), we are in a position to advise our clients on any changes in legislation that may apply to our sector of business..
We use WinCollect, an internationally developed debtor management application. This software is used by
various leading collection companies across the world. The application is supported by an Informix database and Crystal reports.
ITC BA performs all collection process from our centralised call centre in Cape Town. We make use of ITC Business
Administrators stationery, ITC branded SMSes/MMSes and telephone calls during the collection process. The length of the collection strategy is based on our client’s requirements. Part of the collection process is segmenting the data using a scoring model which includes propensity to pay, affordability to pay and contactability. This
process coupled with the dialing technology we use to contact the debtor assists us in prioritising our collection
process. Accounts that have a low contactability score are immediately placed in our tracing process. We have our own on-site tracing team which will trace these debtors using batch data we have received from Consumer Profile Bureau. In the event that any of the debts need legal intervention, we partner with proven practicing attorneys. The entire process is managed by ITC Business Administrators, and requires very little client intervention.