When customers fall behind with payments, how businesses respond is critical, both in terms of brand reputation and reassuring the customer so they feel supported – and, therefore, minded – to make suitable payment arrangements with you.
From that first interaction, you have the choice of whether to route customers through a one-size-fits-all process or offer a more tailored, nurturing response, supporting the customer relationship in a way that efficiently steers them towards the right outcomes.
We believe in taking a human-centred response, wrapping our people, process and systems around each customer to support them in their moment of need, whether responding to an enquiry or proactively offering support where customers are displaying the early warning signs of financial pressure. Our blend of experienced, empathetic agents, combined with the latest technology and analytics capability, not only delivers personalised journeys but also predicts when and how to reach out. And, as you’d expect, we’re Financial Conduct Authority (FCA) authorised.
We’re currently supporting a range of leading banks, utilities, telecoms and finance firms by applying our unique approach to debt management to manage their critical and sensitive customer interactions.