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The Scottish Wide Area Network (SWAN) has been given a record high satisfaction score for 2021, with 98% of public sector respondents saying they are satisfied with the network compared to 94% in 2020.
Over the past two years, Covid-19 has been a massive burden for us all for a multitude of reasons. But it’s only now that we’re truly dealing with the shock that the pandemic has caused to the world economy and the harsh financial reality that we face.
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.
This year’s survey of public sector workers using the Scottish Wide Area Network (SWAN), administered by Capita, shows that 94% are satisfied overall, an improvement on last year’s 92% score.
Getting through to someone who can help is causing financial services customers the most frustration, according to the latest Institute of Customer Service report.
Our paper considers the importance of balancing customer-company effort for retention: every interaction must be easy so customers are more likely to return.
Capita's recent vulnerability session led by our guest speakers and market analysts explores how we can better support the expanding dimensions of customer vulnerability.
