Our clients are seeing results. The BBC has seen licence fee collections increase by £1.2bn. We cut arrears by £3.4m for one client in the first year and increased ‘customer agreements to pay’ for a utility company by 13%.
We're constantly developing more ways to reduce and prevent debt as well as striving for better results. At the same time, we're ensuring we comply with FCA regulations, taking a compassionate approach by treating customers fairly.
As more people struggle to pay what they owe, we're training specialist staff to identify those who are starting to fall behind and offer pro-active, practical assistance to clear debt and prevent it from happening in the first place. In our experience, the greatest opportunities for improvement tend to come from early prevention of payment issues, rather than subsequent action to recover debt. Prevention not only provides a better customer experience, it supports customers in vulnerable situations, reduces the overall level of debt and reduces the cost of debt recovery.