One of the things that the pandemic has surfaced is increasing inequality. The impact of Covid- 19 continues to take its toll not only on people’s physical and mental health but also on their financial stability.

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.

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.

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

Can debt really be considered good? And do we need more of it? At Tortoise Media’s recent ‘The Future of Money’ event I was invited to consider this alongside finance coach and author of Black Girl Finance, Selina Flavius, and the co-author of Angrynomics, Eric Lonergan.

Ricky Alfred, Capita Customer Management’s Head of Responsible Business, reflects on the need to support vulnerable customers - and how organisations, customer service agents and Capita can all make a difference.

We’re helping the Department for Work and Pensions (DWP) deal with a huge surge in calls to its Universal Credit helpline from vulnerable citizens during the Coronavirus pandemic.

From introducing automation to applying analytics to predict customer behaviour, we’re transforming telecoms, media and tech businesses from the inside out.

Our approach to debt collection is built on empathy, steering customers to the right payment outcomes whilst helping maintain your reputation for great customer service.

Stoke-on-Trent shares real-time data seamlessly across departments and systems with our Single View software for efficient decision-making and quality services.