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Using innovative data and insight software, we can spot the signs of customers falling into debt, provide earlier intervention support and try and prevent it from happening at all.
We tailor every collections response to the individual, through empathetic agents and technology that personalises customer journeys.
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.
Getting through to someone who can help is causing financial services customers the most frustration, according to the latest Institute of Customer Service report.
Capita’s white paper explores how focusing on empathy, kindness and sincerity will equip organisations to help their most vulnerable customers.
The consumer desire for a brighter Christmas amidst continuing Covid-19 restrictions has seen a sharp rise in ‘buy now pay later’ schemes, and with furlough ending and depression rates rising, a perfect storm lies ahead for all collections teams as consumers juggle multiple payment demands.
The second year of the pandemic has seen more people in the UK slide further into debt and organisations need to recalibrate their response through empathetic collections.
You don’t have to be involved in collections to be aware that the last 18 months have affected the financial circumstances of a huge number of people.
Treating customers with empathy has been an increasingly important area of focus within the customer experience industry.
As a market leader in debt management, we are witnessing first-hand the devastating financial impact Covid-19 is having on the personal finances of so many people.