Customer relationships have not always been a primary focus in the collections industry. But this has changed in recent years with a significant shift towards customer centricity and humanized processes.

Blogs

The power of customer care in collections

Historically, customer care has taken a backseat to other goals within the collections business. But recently, the positive relationship between humanized collections and better performance has become evident.

Blogs

5 ways to improve your customers’ experience with the debt collections process

Improved collection experiences directly lead to an increased likelihood of resolved debt. Not only are your customers more likely to engage with you again after they become current, but you’ll be better informed to develop personalized solutions through the increase of available data.

Blogs

The importance of customer behavior in designing effective collections journeys

A one-size-fits-all approach to customer engagement is futile. Instead, you need to build an understanding of customer behavior to be able to guide individual accounts to financial health

Blogs

Consumer service: how Consumer Duty changes customer engagement during a collection

The benefit-focused outcomes outlined by the UK’s Consumer Duty sets a precedent for financial firms to provide a consistent and high-quality level of customer service.

Blogs

The impact of Consumer Duty regulations on collections and recovery

In this article, we dive into the impact each Consumer Duty requirement has on collections and recovery, and pose solutions to make the standards beneficial to both consumers and businesses alike.

Blogs

What is the Consumer Duty? What does it mean for collections and recovery?

Consumer Duty is a continuation of the FCA’s Treating Customers Fairly (TCF) mandate that protects customers from unfair treatment.

Blogs

Behavioral segmentation in debt collections

Behavioral segmentation is a technology that shines a light on the characteristics that lead to customer delinquency.

Blogs

Does customer segmentation enhance collections performance?

Technology and segmentation play major roles in helping collections teams enrich contact strategies through the use of Machine learning and AI.

Blogs

What Buy Now Pay Later Means for the Collections Industry

Buy Now, Pay Later (BNPL) is a rapidly growing payment format that has become seamlessly integrated into a range of services, products and facilities. Its ease of access has made it a popular choice of payment, which has meant an increasing volume of customers entering the collections process as a result.

1 2 3 4

Let’s keep the conversation going

We’ll be adding thought-provoking content and insights on a regular basis. Let’s stay in touch!