Νεαρός άνδρας κάθεται σε ένα γραφείο και χαμογελά στην κάμερα ενώ φοράει τα ακουστικά του.

We build on fairness

Ethical debt collection through fair treatment of debtors

For some people, overdue payments are not only a financial burden but also an emotional one. This is where EOS comes in: with respectful communication, anonymous payment options, and support in emergencies, we enable sustainable debt relief.

With the group-wide "Ethical Debtor Management Policy," we commit to treating debtors with sensitivity and empathy. The key principles are:

We treat debtors with sensitivity, tact, and a sense of responsibility.
We communicate on equal terms and remain factual in every case.
We approach every debtor without bias and prejudice.
We use plain language, avoid complicated jargon, and provide clear recommendations that are easy to follow.
Our overarching goal is to make debtors feel that they can speak openly and trustfully with us.

To bring our principles to life, many national initiatives have emerged from the individual country companies that address the local needs of debtors and support them in sustainable debt relief.

Simplified communication at EOS

Flexible payments

Digital service portals offer debtors the opportunity to manage their concerns according to the self-service principle, without having to contact an EOS employee. EOS in Germany also works with a portal where debtors can choose the amount they want to pay through various options.

Chat instead of calling

In Belgium, France, and Croatia, debtors can use the chatbots TOM, ALEX, and LEA. These virtual colleagues provide quick answers to frequently asked questions. This is particularly helpful for debtors who find it difficult to discuss their financial situation over the phone.

Plain language

We rely on plain, understandable language. Our employees focus on clear and transparent recommendations and avoid complicated jargon. In Poland, employees have even been certified in plain language.

Plain language in debt collection

Plain language helps avoid misunderstandings, build trust, and provide guidance to people in difficult situations. It ensures that information can not only be found and understood but also used correctly. At EOS, we therefore rely on clear language to make the path out of debt as transparent and comprehensible as possible.

Read the full interview with Professor Tomasz Piekot about plain language.

Δρ. χ. Πιέκοτ με πουκάμισο καρό, ακουμπισμένος σε έναν λευκό τοίχο.

Plain language benefits everyone: it reduces misunderstandings, saves time, and improves customer relations. At the same time, companies enjoy a higher success rate as customers respond more quickly and feel better informed.

Dr hab. Tomasz Piekot

Expert in plain language, University of Wrocław

EOS for vulnerable debtors

Sometimes debtors may be experiencing particularly challenging circumstances. At EOS, we actively support vulnerable debtors - as defined by the applicable legal framework in each Group member country- by seeking tailored and viable solutions to help them manage their debts.

Γυναίκα με μπλε μπλούζα στο κινητό τηλέφωνο ενώ κρατάει μια απόδειξη στα χέρια της.

Personalised solutions for people in emergencies

Behind every open claim is a personal story. At EOS, we actively support vulnerable debtors who face financial, health, or social challenges in order to develop personalized solutions. Whether it involves adjusted payment plans, deferrals, or reductions – the goal remains the same: finding a viable solution that offers those affected a realistic perspective and meaningful relief."

Those who care for such fates need empathy and a sense for the right choice of words.

Cristina Pasere

Manager Compliance Operations Support at EOS in Romania

Digital tools facilitate payment

While a significant financial emergency is the exception, many debtors value a quick digital payment process. Online services help make processes efficient and anonymous. By using digital solutions, individual payment options can be provided, while employees have more time for advisory and supportive activities.

Δίκαιη είσπραξη απαιτήσεων: Υπερήμερος καταναλωτής που διεκπεραιώνει την πληρωμή του εύκολα και ανώνυμα μέσω smartphone.

Using technology to improve finances

Efficiency increase through software robots

EOS uses over 90 software robots worldwide to automate recurring processes. This reduces errors and allows employees to focus on demanding tasks.

Debt collection system for a fully digitalized process

With the internally developed debt management system Kollecto+, EOS digitizes the entire debt management process. In Greece, EOS operates a personalized information platform in accordance with Law 5072/2023, which is updated monthly and allows the debtors to view their product, payments, and outstanding balance.

EOS stands for targeted communication with debtors – a principle that is also expressed in the debt collection system Kollecto+. The associated online service portal offers debtors the opportunity to take matters into their own hands.

Daniela Mitroescu

Implementation Manager at EOS IT Services in Romania