1. 8 EOS Journal
FOCUS
Since 2012, EOS Matrix in Serbia has been developing an effective system for managing
complaints. Managers Dušan Babić and Željko Kolović explain how this system is encouraging
acceptance of debt collection in the country and boosting the success rate for recoveries.
interview
‘Complaints are opportunities’
Three years ago, EOS Matrix took the
decision to introduce a complaints
management system. What were its
reasons for doing so?
Dušan Babić: At that time, the Serbian pub-
lic had very little in the way of concrete
knowledge about the topic of debt collection
and debt recovery. This was one reason why
many people were strongly opposed to EOS
Matrix. Due to the lack of knowledge, many
customers did not accept our rights as a debt
collection company and rejected all forms
of communication with us. We wanted to
address this issue at EOS Matrix in Serbia.
By making the public more aware of what
we stand for as a company and the services
we offer, we are also improving the image of
the debt collection industry as a whole in the
country. By introducing a complaints man-
agement system, we have sent a clear signal
that we want to resolve existing problems
and build up meaningful relationships that
are based on trust with customers.
What are the key aspects of your ap-
proach to complaints management?
Dušan Babić: Our aim is to improve commu-
nication with customers. To ensure that we
succeed, we need to adhere to clear process-
es in the event of a complaint. Having a pro-
fessional complaints management system in
place helps us greatly. Customers must be
able to lodge their complaints by following a
quick and simple process, be it by email, tele-
phone, letter or via our website. Once a com-
plaint has been lodged, we check the situation
and ensure a rapid response is sent. It is vital
that our response is reliable and consistent.
What impact has the system had on
your work?
Željko Kolović: Adopting a form of commu-
nication based on facts and documents
makes it easier to convince customers to
agree to paying back their debts. After all,
a relationship with a customer is not a one-
way street. To maximise the chances of
success, communication should be based
on mutual respect, understanding and solid
arguments.
What benefits does the complaints
management system offer EOS Ma-
trix?
Dušan Babić: Our company is seeing great-
er competition from other debt collection
companies than ever before. By offering our
comprehensive service, we can ensure that
we set ourselves apart from the competition.
We are currently the only debt collection
company in Serbia to use a complaints man-
agement system. By implementing this sys-
tem, we have secured ourselves a crucial
competitive advantage. As public opinion is
a key focus for us, we are delighted that this
system has helped us improve the image of
EOS Matrix in Serbia. What’s more, the sys-
tem helps us to uncover potential for im-
provement in the range of products and
services we offer. By continually adapting
these products and services, we are able to
boost success rates and speed up the re-
covery process.
How are clients responding to your
professional approach to dealing with
complaints?
Željko Kolović: Acceptance of the com-
plaints management system among our
clients is very high. From 2012 to 2014, the
number of complaints from customers fell
by 71 per cent. This low level of complaints
EOS Matrix Serbia has been
using a complaints management
system since 2012 – and has
achieved great results.
Statistics
Sole provider
EOS Matrix is the only debt
collection company in Serbia
to operate a complaints
management system.
1
Zero complaints
Since introducing the system,
the number of formal judicial
complaints from dissatisfied
customers has dropped to
zero.
0

2. EOS Journal 9
FOCUS
EOS Matrix in Serbia
Founded in 2004 and with its headquarters
in the capital Belgrade, EOS Matrix is one of
Serbia’s leading debt collection companies.
A total of 114 employees are on hand to as-
sist clients from businesses large and small
from a wide range of industries on debt col-
lection and receivables management.
EOS Matrix also advises companies on the
topic of debt recovery. Since 2012, the com-
pany has been successfully working with a
new complaints management system.
Bildunter-
schrift: Estem
et plandi offic to
vellabo rporpor
is a sign of the trusting relationship we fos-
ter with customers – something that our
clients ultimately appreciate. Our aim is to
satisfy our clients. In order to do that, we
need to bring customers on board. In doing
so, we never lose sight of the fact that these
customers are customers of our clients, and
that our clients often want to do business
with these customers again in future.
What plans do you have for the future
in terms of complaints management?
Željko Kolović: For us, complaints and the
professional way in which we manage them
represent ongoing opportunities. Ultimately,
by taking this approach, we can uncover any
problems and find possible solutions. How-
ever, it is particularly important to us that we
pass our findings on to our colleagues, so
that they can continually enhance the way
in which they address customers. As an in-
itial step in this regard, we have set up the
‘Quality management’ department. This de-
partment is responsible for documenting
and improving the quality of our conversa-
tions. Our aim is to achieve a level of quality
that equates to international standards such
as ISO 10002 for customer satisfaction and
complaints management.
Questions on the
topic of complaints
management?
Contact Dušan Babić via
email at d.babic@
eos-matrix.com or by
scanning the QR code.
Željko Kolović
Complaint Officer,
EOS Matrix in Serbia
Our low level of
complaints
is a sign of the trusting
relationship we foster
with customers –
something that clients
ultimately appreciate
Trends in figures
relating to complaints
After introducing the complaints management
system, the number of complaints from
customers dropped by 71 per cent between
2012 and 2014.
Number of complaints
Source: EOS Matrix in Serbia
2012 2013 2014
4.016
2.457
1.169