Sedad MawthooqDebt collection & receivables management
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How we work

Our methodology

We don't leave collection to improvisation. Every file moves through five defined stages, each with deliverables you receive and indicators we're accountable for.

The five stages

From intake to closure

Each stage has a clear purpose, a deliverable you receive and a measure we answer for.

01

Intake & file review

We check documents and balances and confirm each file is complete.

02

Classification & planning

We prioritise files and set the right track for each one.

03

Contact & follow-up

We engage debtors professionally, through documented channels, on a fixed schedule.

04

Settlement & collection

We secure approved payment agreements and see them through to closure.

05

Reporting & refinement

We share results regularly and sharpen the plan based on them.

Stage by stage

What happens, and what you receive

01

Intake & file review

What we do

We receive portfolio data and documents through an agreed secure channel, then review each file: balance accuracy, completeness of documentation (contracts, invoices, promissory notes, prior correspondence), how current the contact details are, and any existing dispute. Gaps are returned to you in one clear list, not scattered emails.

What you receive

An intake report showing how many files are complete, which need further information, and our notes on data quality.

Indicative timing: one to three business days, depending on portfolio size
02

Classification & planning

What we do

We classify files by amount, days overdue, payment history and reachability, then set the right follow-up track and frequency for each group. We agree the authority matrix with you: discount limits, maximum instalment terms, and when a file comes back to you for a decision.

What you receive

A written portfolio action plan covering classification, priorities, the authority matrix and target performance indicators.

Indicative timing: two to five business days, partly overlapping with Stage 1
03

Contact & follow-up

What we do

Our team begins contacting debtors on your behalf under the approved plan, through the most suitable channels and within legally acceptable hours. We identify ourselves and the creditor clearly, explain the amount accurately, listen to the debtor's position, and document every contact and outcome. Files are followed up on fixed dates, without gaps.

What you receive

Regular contact-status updates, plus immediate notice of cases that need your decision: a disputed amount, a settlement request beyond our authority, or a service dispute.

Indicative timing: starts within one business day of plan approval and continues on the agreed follow-up cycle until the file is closed
04

Settlement & collection

What we do

We turn engagement into a written commitment: payment in full, an instalment agreement, or an approved settlement. Debtors are directed only to the agreed official payment channels; we verify each payment, track instalments on their due dates, and step in early if an agreement starts to slip.

What you receive

Copies of signed payment agreements, confirmation of every amount collected, and a list of closed files.

Indicative timing: varies by file; settlement requests beyond our authority are submitted to you within one business day of receipt
05

Reporting & refinement

What we do

We consolidate portfolio results into periodic reports measuring performance against target, analyse what worked and what didn't, and adjust the plan: re-ranking priorities, switching channels, and recommending escalation or closure for intractable files.

What you receive

A periodic performance report, an executive summary, practical recommendations, and a review meeting when needed.

Indicative timing: weekly or monthly as agreed, plus a final report when the portfolio closes or the contract ends
Stages of the debt lifecycle

Every stage of delinquency calls for its own approach

The older a debt gets, the harder and costlier it is to collect. We distinguish three stages and apply a different approach to each. Day ranges are indicative and adjusted to each client's policy.

01

Early (soft) collection

From due date to around 60 days

Courteous reminders and friendly follow-up; most cases at this stage are oversights, admin glitches or a temporary cash squeeze.

Goal: prompt payment with the relationship fully intact.

02

Mid-stage collection

Around 61 to 180 days

More intensive follow-up and structured negotiation, investigating the causes of delay and offering scheduling and settlement options.

Goal: a written, achievable commitment.

03

Late-stage collection & legal preparation

Beyond around 180 days, or when the debtor refuses to engage

A final attempt at an amicable solution, then preparation of a complete, documented file handed to you or your approved law firm.

Goal: protect the claim and build the strongest possible position.

Quality & performance indicators

What gets measured gets managed.

We track a clear set of indicators, share them in periodic reports, and agree targets with you at the start of the engagement.

Contact rate

The share of debtors actually reached, out of the total portfolio.

Promise-to-pay rate

The share who commit to a specific payment date or amount.

Kept-promise rate

The share of promises actually honoured on time — a measure of negotiation quality, not just volume.

Recovery rate

Amounts collected as a proportion of total amounts assigned to us.

Impact on DSO

The change in days sales outstanding: the days between invoicing and payment.

Average file handling time

Time from file intake to closure or a final decision.

Contact quality score

Periodic assessment of sampled calls and messages against standards of professionalism, accuracy and script adherence.

Complaint ratio

Complaints relative to files managed, and the time taken to resolve them.

Quality assurance

Standards that are checked, not assumed

Quality assurance runs alongside every stage, so the standard of contact stays the same whoever makes the call and whatever the amount.

  • Regular review of recorded call samples, with feedback to the team
  • Ongoing training in negotiation, regulations and contact standards
  • Approved, up-to-date contact scripts for each stage and each client
  • Management review of any file that exceeds its target handling time

A clear method starts with one step.

Send us an outline of your portfolio and we'll come back with an initial assessment and a proposed action plan.

Send your portfolio for review