Customer communications are the bread and butter of the collections process. Building a reliable back-and-forth with your customers leads to mutually beneficial outcomes; you can improve collection performance and your customers can reach financial health.

Podcasts

Driving Growth with Austin Keate

Austin discusses his path to the collections industry, technology, relationship building, and his advice on leading teams.

Blogs

What is hyper-personalization? The role of one-to-one personalization through debt recovery

Hyper-personalization is becoming a popular term in the collections and recovery space. It represents an enhanced form of personalization that takes advantage of AI capabilities to provide a seamlessly data-driven and truly humanized collections journey.

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.

Carol Byrne is a guest on Collecting Thoughts podcast

Podcasts

Fostering Brand Loyalty within the Collections Process with Carol Byrne

Christina spoke with Carol Byrne, VP of Marketing at C&R Software, who talks about brand loyalty and employing a humanized approach in debt collection.

Blogs

Operationalizing AI in debt collections

AI provides collections businesses with a range of tools and capabilities to both humanize the process for customers and enhance collection performance for credit issuers.

Blogs

Self-Service: An effective Consumer Duty solution

The UK’s Consumer Duty guidelines has established a standard of customer centricity for financial services. The goal of this humanized approach is more than just compliance, and more to build stronger relationships between businesses and their customers.

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.

Partnerships News Announcements

C&R Software Joins Forces with StepChange: Paving the Way for Empowered Financial Wellbeing

Blogs

The data-driven collections operation: what it is and how to achieve it

Data management in traditional collections processes is time consuming. Teams need to procure information from different sources (specific departments, third parties, storage locations) and then perform manual analysis to inform their engagement with each customer.

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