Responsible collection - EOS Group
Top view of a stack papers and a smartphone.

Responsible collection

EOS stands for respectful and fair treatment of consumers and for solution-driven, sustained debt relief.
CSR overview

Ethical Collections by Treating Customers Fairly: Fair solutions for sustainable debt reduction

We develop fair payment plans and individual solutions for consumers who are facing particular challenges due to their personal circumstances. As a result, we were able to successfully close five million cases of debt in 2022/23 alone.

For us, respectful interaction with defaulting consumers is crucial. This is why in 2023, we introduced a group-wide policy that requires our staff, among other things, to use easy-to-understand language and be tactful. In addition, thanks to technological innovations like service portals and chatbots, we are enabling consumers to manage their payments without direct contact. In 2022/23, as many as 61 percent of consumers were taking advantage of this option. We are constantly improving these services with the help of feedback e.g. from questionnaires.
A man scans a QR code on a letter from EOS with his smartphone to settle his open claim online on the EOS Portal.

Tech-driven Transformation & Innovation: Changing finances for the better with technology

We want to offer customers and consumers a fully digital process group-wide. In this context, robots, data analyses and artificial intelligence help us tailor our offering to their needs. Examples of this are individual payment plans or approaching the consumer using the channel most suitable for them personally. The keystone of our work is the international collection system Kollecto+, which ensures an efficient process and has already been implemented in eight EOS countries.
View of a smartphone on which a chatbot is displayed.