A winning culture brings better results
Arvato Financial Solutions focuses on cash flow in every phase of the client’s business cycle – from risk management to invoicing, purchase of accounts receivable, and debt collection. For Telenor we deliver right out of Rørvik.
Benchmarking ensures consistently good results
Arvato has for many years been specialist in debt collection and brought the Telenor credit centre in Rørvik into operation in 2007.
The top-class results can be seen in Telenor’s benchmarking, conducted over a measurement period each quarter. The resolution rate is measured on a scheduled date during each period, and the score combined with criteria reflecting overall cooperation. The total benchmarking score then determines the allocation of new cases for the next period. Arvato’s results are compared with those from other debt collection companies, and consistently they come out on top.
Arvato has adapted its processes to suit Telenor’s specialized systems, and introduced ways of working that benefit both companies. After many years of close cooperation, Arvato knows Telenor and their products and services well. Several Arvato employees have previously worked for Telenor, which benefits both companies.
"We love working with benchmarking. Once you create the right environment, you get a winning culture and people who love to win."
Kristin Moe Fjær, arvato Norway, Business Unit Manager for Debt CollectionArvato Norway's Business Area Manager for Debt Collection Kristin Moe Fjær says Arvato always has a strong focus on ethics and quality. “Whether we are working with risk management, cash flow or payments, we carry out daily system validations to ensure the quality is maintained throughout the value chain. Our innovative solutions are perfectly tailored to the client’s business processes, and we deliver transparent reports that provide additional business value.”
Specialized expertise is one of Arvato’s strengths, along with a performance-oriented culture where results are valued. All the employees take pride in doing a good job. With a proactive approach that ensures default prevention and customer loyalty, they strive for a high resolution rate and a personal dialogue with customers.
The company’s strategy is committed to continuously strengthening the winning culture: “We believe our people feel great confidence in their workplace,” Moe Fjær says. “They know they are delivering good results and perform well in the benchmarking.”
"Our job is to solve complaints from Telenor's customers. This means less work for Telenor and more satisfied customers who get answers as quickly as possible."
Vidar Fjær, arvato Norway, Business Developer and AnalystWinning culture brings better results and happier customers
Arvato has a strong focus on the internal creation of value. Employees are skilled in several different roles, and can switch around as members of the various teams. This helps create a more rewarding work life, allowing staff to exchange work experience and skills, and boosting internal recognition.
Important internal focus areas include a sense of contributing to the portfolio, encouraging staff to push for good results, and providing regular updates on how the company is performing. Employees are also encouraged to make constructive suggestions and recommendations for solving problems, and to offer ideas on how to carry out their tasks even better.
Ever since 2007, Arvato as a business has expanded its employee base, and has been regarded locally as a respectable and secure employer.