What Is Collect Call Assist?
Collect Call Assist is a managed debtor calling service that helps you spend less time chasing payments and more time focusing on accounts that need your expertise.
With Collect Call Assist, trained local Accounts Receivable (AR) specialists act as an extension of your team. They follow up debtors on your behalf and record all activity directly in Collect.
This helps you:
Increase collections coverage without hiring additional staff
Reduce time spent making manual follow-up calls
Improve consistency in collections activity
Focus on disputes, escalations and high-value accounts
Maintain visibility of debtor interactions within Collect
Whether you're managing seasonal increases in workload, a growing debtor book, or simply want to free up AR resources, Collect Call Assist helps ensure overdue accounts are followed up consistently and professionally.
How It Works
Collect Call Assist integrates directly with your existing Collect workflows.
Add a Call Step to a workflow.
Accounts that reach that step are added to the Call Assist queue.
A trained AR specialist contacts the debtor on your behalf.
Call outcomes, payment commitments, notes and escalations are recorded in Collect.
You can view activity through account history, reporting and weekly summaries.
All activity is captured within Collect, creating a complete audit trail of collections activity.
For plan options, visit the CCA feature page.
Frequently Asked Questions
What is Collect Call Assist?
Collect Call Assist is a managed debtor calling service that allows you to outsource collection calls to trained AR specialists who act as an extension of your team.
The service helps increase collections capacity without increasing headcount while ensuring all interactions remain visible within Collect.
Why would I use Collect Call Assist?
Collect Call Assist helps you:
Increase collections coverage without hiring additional staff
Reduce time spent making manual follow-up calls
Improve consistency in collections activity
Focus on disputes, escalations and high-value accounts
Maintain visibility of debtor conversations within Collect
How does Collect Call Assist differ from in-house credit control?
Collect Call Assist is designed to complement your existing AR team.
Routine debtor follow-up is handled by trained specialists, while your team remains responsible for:
Customer relationships
Dispute management
Account decisions
Escalation handling
Do callers represent my business?
Yes. Collect Call Assist specialists call on your behalf and operate within the agreed guidelines, escalation processes and handling instructions set by your organisation.
Who does Collect Call Assist contact?
Calls are made to customers who enter a Call Step within a workflow. Once an account reaches that step, it becomes eligible for outbound calling activity.
Where do contact details come from?
Contact details are sourced from information synced into Collect from your ERP or accounting system.
It is your responsibility to ensure contact details remain accurate.
If contact details need updating, you can:
Update the contact in your ERP and wait for the next sync, or
Add a phone number directly in Collect using Skip Tracing
Note: Skip Tracing updates Collect only and does not sync information back to your ERP.
What happens during a typical call?
A trained AR specialist will:
Confirm they are speaking with the correct contact
Follow up overdue invoices
Discuss payment status and intentions
Capture additional information provided by the debtor
Record outcomes directly in Collect
Escalate matters requiring review
Common call outcomes
Payment commitment received
Payment already made
Dispute raised
Voicemail left
No answer
Callback requested
What counts as a call?
A call is counted as either:
One successful connected call, or
Up to two call attempts made to the same debtor
Are unanswered calls chargeable?
Yes. Two unanswered attempts are treated as one completed call because agent time is still required to make and manage those attempts.
Are voicemails counted as calls?
Voicemails are counted as a call attempt.
What happens if a phone number is incorrect or disconnected?
The call attempt is recorded in Collect, and the issue is noted against the account so you can update the contact details.
How many times will a debtor be contacted?
Call Assist will make:
Up to two connected calls or voicemails per month, or
Up to four non-connected call attempts per month
Can I request additional call attempts?
No. Call frequency is standardised to help protect customer relationships, maintain consistency and provide a professional collections experience.
What happens if a debtor disputes a debt?
The dispute is recorded in Collect and escalated to your team for review.
Calling activity is paused until the matter has been resolved.
What if a debtor asks not to be contacted?
The request is recorded and calling activity is paused while the account is reviewed by your team.
How are sensitive or compassionate situations handled?
Where compassionate handling is required, calling activity is paused and brought to your team's attention so that appropriate next steps can be agreed.
How do I flag special handling instructions?
Special handling requirements should be discussed and agreed upon between your team and your Collect specialist.
Where can I view call activity?
All call activity is logged within Collect, including:
Call attempts
Connected calls
Notes
Payment commitments
Escalations
Outcomes
You will also receive a weekly call report.
How do I know calls are being made?
Every call and call attempt is logged within Collect, giving you visibility into collections activity.
As part of the service, nothing happens outside the platform.
What happens if I don't use my included calls?
Unused calls do not roll over to future billing periods.
Your included call allowance resets each month.
What is CreditorWatch responsible for?
CreditorWatch is responsible for:
Providing the Call Assist service
Making calls according to agreed rules
Recording call outcomes
Escalating matters requiring review
Providing visibility through Collect and reporting
What remains my responsibility?
Your team remains responsible for:
Account decisions
ERP updates
Dispute resolution
Credit control decisions
Escalation management
Determining future account handling
Who do I contact if I have a question?
Your Account Manager should be your first point of contact for any questions about Collect Call Assist.