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.

We’re releasing our new research into the issues facing people in unmanageable debtin the midst of an economic crisis triggered by Covid-19, which is tipping many people into financial difficulty through no fault of their own.

There can be no doubt the pandemic has altered the emotional make-up of society. Collectively, we are now much more aware of the suffering of others – and how could we not be after seeing lives turned upside down and businesses upended with no sense of rhyme or reason or equity.

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.

While technology offers many opportunities to deliver a more proactive and efficient customer experience, it’s the human interactions between brands and their customers that often make the difference.

While technology offers many opportunities in the quest to deliver a more proactive and efficient customer experience, it’s the human interactions between brands and their customers that often make the difference, writes Oli Freestone, Institute Lead at Capita.