Getting collections right is a balancing act. Between your need to maintain cashflow and the obligation to treat customers fairly. Get the balance wrong and you risk damaging either your balance sheet or the reputation of your brand. We offer you human-centred collections that take customer vulnerability, compliance and debt prevention into account, in one simple, end-to-end service.
The human-centred way to manage collections
Few of us plan to get into debt we can’t pay. So it can be a stressful and worrying experience for most people. That’s why, when a customer falls behind with payments, getting your response right is critical.
It goes without saying that you have a responsibility to follow regulatory requirements regarding fairness. In an era of always-on social media platforms you also need to consider your brand’s reputation.
Fortunately, our human-centred approach to debt collection is built on empathy, which is the best way to make customers feel supported and therefore more inclined to meet their financial obligations.
Treating people fairly - based on a clear understanding of their circumstances - helps steer them towards the right payment outcomes. It also helps you to stay compliant and maintain a reputation for first-class customer service.
How can we help you?
These are just some of the ways we can help your organisation to benefit from human-centred collections, while reducing cost-to-serve by up to 29%.
What’s the latest thinking in your industry?
A whole new approach to collections is helping the utilities industry to solve its customer satisfaction challenges.
Banks have found four new ways to increase customer loyalty with fair, flexible and empathetic collections.
Rethinking collections is providing the telecoms industry with a new lever to help drive customer loyalty.