Melhores Práticas de Cobrança no Brasil


Cobrar é uma arte! No Brasil costuma ser ainda mais, pois existem os artigos 41 e 71 do Código de Defesa do Consumidor que protege o inadimplente, que não pode ser exposto a nenhum tipo de constrangimento público, ameaças e contatos abusivos que o faça se sentir ofendido, e muito menos importunado por chamadas de cobrança em horários e dias determinados. Para o cobrador pode até gerar detenção de três meses a um ano, além de multas para a empresa, caso se configure desrespeito a estas leis.

Cada vez mais exigente e consciente de seus direitos.

As prestadoras de serviços de recuperação de créditos, muitas vezes, precisam se basear nesta legislação brasileira para sobreviver e usá-la a seu favor, como estímulo para despertar o inadimplente ao pagamento, que do outro lado da mesma moeda, ainda permite no Brasil que as empresas repassem os custos das despesas geradas no processo de cobrança, e obrigações que tange ao pagamento dos honorários – Lei 5.312/2008, artigos 389 e 395 do Código Civil Brasileiro – diretamente a quem os gerou, o próprio inadimplente.  Não é tarefa fácil, especialmente por este, que esta cada vez mais exigente e consciente de seus direitos.

Quando falamos em melhores práticas neste universo, não envolve somente ter um profundo conhecimento das leis, do mercado de atuação, de todos os parceiros de negócios em seus respectivos segmentos de mercado e ter abordagens adequadas para cada necessidade.

Envolve também investir forte em ferramentas e equipe de localização, áreas de apoio e inteligência diretiva, em multicanalidade que dê um leque de opções para os inadimplentes estarem negociando suas dívidas de forma mais cômoda, a exemplo dos portais de auto negociação – tendência forte inclusive no mercado B2B.

Cobrar é gerar reais oportunidades para todos os envolvidos no processo.

Neste cenário complexo, as melhores práticas em nosso mercado ainda estão nas mãos das pessoas, treinadas, engajadas, antenadas, ouvintes, orientadoras, especialistas no que fazem e cumpridoras de seus deveres com muita criatividade, sempre em consonância com o dinamismo dos novos tempos. Só assim, se consegue agregar satisfação para todas as pontas do relacionamento e chegar ao objetivo primeiro, que não se resume somente em cobrar, mas acima de tudo, gerar reais oportunidades e boas experiências para todos os envolvidos no processo.

A arte está na capacidade humana de ir além do comum praticado e de se reinventar.   

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