Adopting a human-centred, fair approach to debt management

The Coronavirus pandemic has created a new economic landscape, one in which people with good credit histories who have never been in debt before are turning to creditors for help until they can recover. When any customer falls behind with their payments, how you respond is critical, in terms of both brand reputation and reassuring them so they feel supported – and, therefore, minded – to make suitable payment arrangements with you. Treating them fairly, based on their individual circumstances, is the right thing to do in this new landscape.

From the very first interaction, you have an opportunity to treat your customers with empathy and fairness, steering them towards the right payment outcomes while maintaining your reputation for first-class customer service and differentiating yourself from the competition.

In fact, the Financial Conduct Authority (FCA) has made fairness a matter of compliance, and it has imposed large fines on some high street banks that haven’t treated their customers fairly.

We believe in taking a human-centred response, wrapping our people, process and systems around each customer to support them in their moment of need, whether responding to an enquiry or proactively offering support where customers are displaying the early warning signs of financial pressure. Our blend of experienced, empathetic agents, combined with the latest technology and analytics capability, not only delivers personalised journeys but also predicts when and how to reach out. And, as you’d expect, we’re FCA authorised.

We’re currently supporting a range of leading banks, utilities, telecoms and finance firms by applying our unique approach to debt management to manage their critical and sensitive customer interactions.


Discover how we can help

How we help with debt management

01

Debt prevention

We believe in treating people with respect and as individuals. We deliver this through a unique combination of specially trained agents, voice-recognition software, self-serve omni-channel journeys, artificial intelligence (AI) technology, predictive data analytics and more. By focusing on the person and their particular circumstances, we help to prevent customers falling further behind with payments and, in many instances, prevent payments being missed at all.

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02

Personalised journeys

Treating customers as individuals is key to generating the best experiences for them - and the best results for you. Our innovative technology solutions enable customers to self-serve and agents to provide tailored, flexible and relevant support, while maintaining a human-centred and empathetic approach.

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03

The latest technology for better outcomes

We continually innovate to deliver smarter solutions for our clients. We help you make better use of data, analytics and technology to enhance your organisation’s performance, improve productivity, boost collection rates, and enable agents to achieve the best outcomes for you and your customers.

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04

Flexible contact centre model

Flexibility is always a priority for any contact centre. When there are peaks in demand, we’ll provide back-up with the operational flexibility that guarantees a confident, sure-footed response. This could involve augmenting your teams with extra staff, introducing self-serve options, analysing customer segmentation to get the most from existing capacity, enabling home-working and more.

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How can we help your business progress?

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