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.

The pandemic isn’t only affecting us as individuals – it’s affecting us as societies and economies too.

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.

For many people, the moment of truth with an organisation is when things go wrong - for example, when they fall behind on loan repayments.

We’ve just commissioned some independent research into “Fairness in Collections” to gain a deeper insight into the issues facing people who are in debt.

The utility industry has faced consistent challenges with customer satisfaction, and is rated lower than the UK average for transparency, customer ethos and emotional connection.

If any of us were in any doubt about the importance of giving back to the people and communities around us, the Covid-19 pandemic has certainly brought it home.

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.

Transparency, accessibility, and control. When supporting job seekers back into the world of work through government schemes – especially in a time as volatile as now – these three imperatives are a good place to start.