Understanding individual customer needs and vulnerabilities

There are many reasons why people find themselves in financial difficulties. The Coronavirus pandemic has meant that people with good credit histories, who have never been in debt before, are reaching out for help until they can get back on their feet after they’ve been ill or lost their job.

Treating all customers fairly and with empathy, based on their individual circumstances, is the right thing to do. In fact, the Financial Conduct Authority has made fairness a matter of compliance, and it has imposed large fines on some high street banks that haven’t treated their customers fairly.

But all too often, businesses disregard their customers’ circumstances and drive them all down the same path to a standard collections approach.

Capita tailors every response to the individual, with agents who are trained to be compassionate and technology that allows customers to personalise their journeys. We provide a choice of digital or agent-assisted channels that seamlessly interact to provide an omni-channel response.

We’re also able to intervene before an issue arises, helping people to avoid debt through predictive data analytics that flag early warning signs. Our approach is designed to deliver journeys that are specific to the individual and outcomes that are right for our clients. We’re the only organisation to take this approach, which is one of several reasons why we’re the debt management partner of choice of many major banks, utilities, telecoms and finance firms.

Treating customers fairly in collections 

Download our latest report which explores the thoughts of those who are struggling to pay their debts through financial hardship and how organisations can retain loyalty, create better outcomes and alleviate mental stress through difficult times.

Register to download

Contact our experts

How can we help your organisation?

Explore related services


Debt prevention

We believe in treating people with respect and as individuals. We deliver this through a unique combination of specially trained agents, voice-recognition software, self-serve omni-channel journeys, artificial intelligence (AI) technology, predictive data analytics and more. By focusing on the person and their particular circumstances, we help to prevent customers falling further behind with payments and, in many instances, prevent payments being missed at all.

Read more

The latest technology for better outcomes

We continually innovate to deliver smarter solutions for our clients. We help you make better use of data, analytics and technology to enhance your organisation’s performance, improve productivity, boost collection rates, and enable agents to achieve the best outcomes for you and your customers.

Read more

Flexible contact centre model

Responding to rapid changes to deal with operational demand is what we do. It's in our DNA. Flexibility is always a priority for any contact centre, and for retailers looking to survive and thrive in a disrupted, uncertain marketplace. When there are peaks in demand, we’ll provide back-up with the operational flexibility that guarantees a confident, sure-footed response every time, at any time and in any eventuality.

Read more