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We build on fairness

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

CSR overview

Individual solutions for people in emergencies

Behind every open claim is a personal story. At EOS, specially trained teams rely on an empathetic and structured process to identify vulnerable consumers. Vulnerable individuals include those who are in financial distress due to serious illness. Financial, health, or social challenges are carefully examined to develop individual solutions. Whether adjusted payment plans, deferrals, or reductions – the goal is a viable solution that gives those affected in an emergency a perspective.

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 payers 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.

EOS for vulnerable customers

Sometimes people not only have debts but are also in an emergency. At EOS, we actively advocate for vulnerable consumers by seeking case-specific paths to sustainable debt relief. In each of our country companies, there are special teams that identify particularly vulnerable consumers and find solutions with them.

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Technology at the service of a financial world that is moving in the right direction

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.

View of a smartphone on which a chatbot is displayed.

Nos actions en France

Ethical collection

EOS France is committed to responsible collection practices and promotes an approach tailored to the specific needs and circumstances of each individual.
Accordingly, categories of “vulnerable” debtors have been identified so that EOS France advisers can offer them solutions tailored to their circumstances, such as adjusted repayments, breaks in repayments for set periods, etc.

As part of the drive for responsible collection, a compulsory internal e-learning module on financial inclusion and over-indebtedness has been given since 2022.

Read more about the national initiatives in our article.
En savoir plus sur nos initiatives locales
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Formation opérationnelle

Les nouveaux conseillers d’EOS France sont formés et accompagnés par une équipe de formateurs interne dédiée. Cette équipe est composée de référents formation, présents sur chaque site, possédant une expérience métier solide. Ce parcours comprend :
 

  • Une formation métier de 1 ou 2 semaines avec des ateliers théoriques permettant la bonne compréhension des enjeux métiers, des ateliers pratiques et des observations de postes.
  • Une formation au cadre réglementaire et aux différentes directives lors des premières journées de la formation d’intégration puis par l’intermédiaire de modules e-learning au cours des 2 mois suivants.
  • Une formation continue de 12 mois afin de faciliter la prise de poste et la montée en compétence. Un suivi personnalisé est réalisé avec des analyses d'enregistrement d'écoute et des modules de formation.

L’ensemble de ces actions compose le parcours de formation obligatoire dispensé par EOS France.

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FIGEC membership

EOS France is a member of FIGEC (Fédération Nationale de l’Information d’Entreprise, de la Gestion de créances et de l’Enquête civile), the leading association of debt collection professionals, which ensures compliance with the profession's ethical rules. Some members of the management committee are involved in the Federation as directors or regular participants.

logo of figec

Customer satisfaction survey

As part of its continuous improvement process, EOS France conducts a quarterly survey to measure its service quality and customer satisfaction. The following areas are assessed: overall satisfaction, quality of communication tools and quality of debt collection activities. Respondents who express dissatisfaction and wish to do so are contacted by EOS France advisors.