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CCR2 Collections Technology


Ten years ago, Phillips & Cohen Associates brought a new idea to the UK: deceased account management. Despite a track record of success in the


US, the early years involved a lot of work to show that this most delicate form of collections could be done in a professional and reputable way, based on extensive and in-depth training, as well as a devotion to maintaining the highest of standards. Founded in 2006, we have come a long


way and now employ around 80 colleagues at our base in Manchester. We are proud to be strongly rooted in


our community and our people are at the forefront of the unique service which we offer, and are the core of our investment. Hence the fact that we have been granted Investors in People Gold awards in September 2012 and again in September 2015.


The approach Our goal is to turn every family that we interact with into an advocate of our business and of our clients. Our business is built on four core values of: l Compassion. l Compliance. l Innovation. l Commitment. We know, from first-hand experience,


that all of these are needed to successfully embed a truly customer-focused culture where colleagues, at all levels, are cognisant of the impact that we can have on the lives of our customers, and of the need for particular care in managing vulnerable families towards a positive outcome.


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Best practice We are very aware of the need to champion best practice, when the market is undergoing huge changes. Phillips & Cohen Associates is not a massive business and we face many of the same challenges and opportunities as other mid-size organisations within the sector. However, we have always been great


believers in innovation and have tried to lead the market in terms of the style and quality of the customer experience we deliver. Like all other businesses, we do not get


everything right, but we work dynamically to deploy the best people and technology solutions we can find for the benefit of our customers and our clients. Our accreditations vary from Investors


in People Gold and ISO 27001, to the government-sponsored Customer Service Excellence. So we do feel that we play an


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important role within the UK market in promoting best practice.


Challenges for the year ahead When looking at the biggest challenges for the business in the year ahead, I would consider that in early 2016 we will deploy post-call and real-time speech analytics across the business. We are certainly excited about the opportunities for improvement which this will yield in the levels of compliance and compassion that we provide to our customers. We see real-time analytics in particular as


‘prevention rather than cure’ in terms of improving the quality of our interactions, so we have invested heavily in our coaching team to ensure that we are fully equipped to handle the volume of additional feedback and learning opportunities which these technologies will provide.


February 2016


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