Innovating constantly for better outcomes

Whether interactions are digital or agent-assisted, the secret to human-centred collections is to personalise every journey to the individual needs of the customer.

To make this a steadily improving reality, we are continually innovating to deliver smarter technological solutions for our clients.

We help you to make better use of data, analytics and technology for enhanced organisational performance, improved productivity, higher collection rates and better payment outcomes - for you and your customers.
Man paying bills online

Improving outcomes with digital self-serve capabilities

Debt can be deeply stressful and embarrassing for many customers. In fact, the majority of people prefer to self-serve when it comes to managing debt.

That’s why we utilise the latest artificial intelligence (AI) technology to ensure a seamless self-serve experience. To ensure compliant outcomes, we use real-time speech analytics to monitor consumer sentiment as well as call quality, to provide you with complete assurance.

It’s the modern, streamlined and compassionate way to support customers on their journey back to financial health. But our AI systems are also intelligent enough to know when it’s better for the customer to route their enquiry to an agent who’s trained to support more complex needs.

This combination of our people, our technology and our outcomes-focused approach is designed to support and nurture the important relationships you develop with your customers. Crucially, it’s focused on preventing debts from arising in the first place, as well as protecting customers from entering the later stages of debt.

Treating customers fairly in collections

Read our FREE report to discover what debtors think about different collections approaches and begin your journey towards human-centred collections.

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26 years+

is how long it would take to pay back the average credit card debt at the minimum repayment each month

Strengthening your response with virtual agents

Virtual agents use our conversational AI tool to provide customers with self-service options that answer important questions, guide them to the right information and – most importantly of all - reduce the need for them to speak to an agent.

This is not only popular with customers, it also frees up more of your customer service agents’ time, enabling them to focus on helping the most vulnerable customers, as well as those with the most complex enquiries.

Watch our conversational AI tool in action >

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Explore related solutions

01

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.

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02

Personalised journeys

Treating customers as individuals is key to generating the best experiences for them - and the best results for you. Our innovative technology solutions enable customers to self-serve and agents to provide tailored, flexible and relevant support, while maintaining a human-centred and empathetic approach.

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03

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.

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