The human-centred way to manage collections

Few of us plan to get into debt we can’t pay. So it can be a stressful and worrying experience for most people. That’s why, when a customer falls behind with payments, getting your response right is critical.

It goes without saying that you have a responsibility to follow regulatory requirements regarding fairness. In an era of always-on social media platforms you also need to consider your brand’s reputation.

Fortunately, our human-centred approach to debt collection is built on empathy, which is the best way to make customers feel supported and therefore more inclined to meet their financial obligations.

Treating people fairly - based on a clear understanding of their circumstances - helps steer them towards the right payment outcomes. It also helps you to stay compliant and maintain a reputation for first-class customer service.

How can we help you?

These are just some of the ways we can help your organisation to benefit from human-centred collections, while reducing cost-to-serve by up to 29%.
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Useful resources

A buyers guide to collections

To help you select human-centred collections services, we’ve developed a handy buyer’s guide, offering useful facts and advice around shaping your business case, and understanding the benefits and potential risks.

Getting started with Capita

For those clients considering working with us to enhance collections, this short guide outlines the consultancy services in our health check, so you know exactly what to expect from us.

What’s the latest thinking in your industry?

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Collections in utilities

A whole new approach to collections is helping the utilities industry to solve its customer satisfaction challenges.

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Collections in banking

Banks have found four new ways to increase customer loyalty with fair, flexible and empathetic collections.

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Collections in telecoms

Rethinking collections is providing the telecoms industry with a new lever to help drive customer loyalty.



Find out how we can help your organisation

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