The number of customers traditionally classed as ‘vulnerable’ – those in financial debt, with disabilities or with poor mental health - increased in size and definition during the pandemic. With the rise in the cost of living, even more people are struggling.
These greater dimensions of vulnerability mean that more and more organisations are reconsidering their policies and processes, to ensure they’re taking appropriate care of their customers.
We understand these challenges and offer a range of solutions to make our clients’ lives – and those of their customers - easier. From empathetic collections agents, to intelligent digital solutions which help take the stress out of difficult calls, we deliver relevant, personalised services which support your customers whilst protecting revenue. We also leverage data to provide real time analytics from social media and voice channels, so you can better understand customer behaviour.
And we stay focused on our front line people so that, when we’re delivering customer services for you, they’re supported with the right training and tools to better manage difficult enquiries.