Everyone should be treated with respect

Excellent customer service is one of Kravia's core competitive advantages. The support and back-office departments share a clear philosophy on how to treat anyone who gets in touch.

– After working with people for over 20 years, I have experienced everything from the traditional, conservative way of doing business to the approachable, empathetic attitude that Kravia champions today, says Thomas Bojesen Helgeton.

– There is a shift happening in how this industry speaks to people. At Kravia, we want to be at the forefront of treating everyone with respect. At the end of the day, we are just human beings talking to people—that is our starting point, he says.

More than 10,000 inquiries a month

Thomas Bojesen Helgeton heads both customer service and the back office. From his office in Trondheim, he leads a team that processed more than 3,000 incoming phone calls and over 7,000 emails in January alone.

– Part of our job involves supporting accountants, businesses, and end-customers who need help getting started with Kravia or navigating the systems. At the same time, we naturally handle many inquiries from people who have received payment demands. Internally, we are very explicit about the fact that these individuals may be facing difficult financial situations. We must always strive to turn the conversation into a positive experience, regardless of the issue at hand.

The main objective for Kravia’s customer service is to solve problems, which requires a deep understanding of each individual who reaches out.

– We never take sides when someone calls, and that approach is built on mutual respect. Contacting Kravia shouldn't be intimidating. We are an independent third party, and we are here to help!

Handling people with care

Providing customer service over the phone can be challenging. You never know what complex professional questions might come up, and you often become the recipient of someone else's frustration, as everyone calling in is facing a hurdle that needs resolving.

– As an advisor at Kravia, you must be able to welcome anyone who contacts us, no matter what their challenge is. We have to respect our callers. It can be hectic and emotionally demanding for our employees when they take calls from people facing financial hardship following a divorce or a bereavement, but that is a responsibility we must handle.

Thomas Bojesen Helgeton adds that proper employee support is incredibly important in this line of work. Employers and colleagues need to facilitate debriefing, professional support, and a healthy workday. It must also be acceptable to have an off day.

– We constantly evaluate our staffing levels against employee well-being and workload. As Kravia has grown, we have increased our headcount. We also emphasize that employees should be allowed to be themselves when communicating with customers - it's all about enjoying your job and thriving with your colleagues, says Thomas.

He cannot praise his teammates in Kravia Customer Service and the back office enough.

– It is truly a team that works exceptionally well together and strives to make each other better. On top of that, they are highly skilled professionals. Our job requires extensive knowledge of both debt collection regulations, legislation, and our own digital products. We frequently receive thank-yous and feedback noting that Kravia resolves cases beautifully, which is fantastic!

An industry with better communication

The customer service team consists of employees based in Trondheim, Bergen, Stavanger, and Fredrikstad. Everyone undergoes thorough training in how to best handle different types of personalities, alongside gaining expert knowledge of all technical systems. In many ways, Kravia is a tech company, but one backed by specialised expertise in debt collection and customer relations.

– We are here to help change the industry. Our vision is 'We change how people look at debt collection.' This isn't just about what we achieve professionally; it's about delivering seamless technical integrations, smooth workflows, improved liquidity, and being approachable to all parties who call us with their challenges. If they call us, we will find the best solutions!

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