With all the economic indicators appearing to point in that direction, the crucial figures for lenders are all arrears related, and again here the news is not good. For lenders, developing good customer relationships are vital. Implementing an approach which controls the entire collections process from pre-delinquency to debt recovery, can help businesses adopt a proactive technique to managing their customer base. Heads of collections departments need to keep a tight grip on their operations, and may believe that outsourcing leads to a loss of control. A partnership ethos is key to the success of any outsourcing arrangement, as this facilitates a seamless and consultative approach.