This page contains a Flash digital edition of a book.
CCR2 Collections Technology


Are you meeting your customers’ techspectations?


To engage with modern customers on their terms, organisations must deliver real-time communications across all customer touch points


Martin Taylor Director and co-founder, Content Guru www.contentguru.com


As usage of smartphones, tablets and laptops has grown, so have individuals’ technology expectations, or ‘techspectations™’. Today, people increasingly expect to be able to communicate whenever and wherever they want, and using their device and communications channel of choice. To engage with modern consumers on


their terms, organisations must deliver real- time communications across all customer touch points. And this principle applies as much to outbound debt collection contacts as it does to inbound service or inbound- outbound sales. If your collections operation today just involves dialling customers then it might be


time to re-think. Many organisations have now adopted a multi-channel approach to collections that takes into account the demographics and preferences of customers. For them, a collections enquiry may start with an automated ‘personalised’ voice message or text followed by an e-mail or a call if this initial contact is unsuccessful. The key is to understand which


communications channel is most likely to succeed given a customer’s previous contact history and their personal preferences. If a customer responds to an e-mail by texting or calling, it is also important to track this activity and relate it to the same customer conversation. It is important not only to have a single


view of customers across the services they have purchased and the communications channels they use, but also to give collections agents visibility of all contacts


relating to a single query on their screens. The ability of your technology platform


to support integrated multi-channel communications is also vital. storm® CONTACT:OUTBOUND™ is a multi- channel outbound product delivered from the storm cloud communications platform that delivers automated and live agent campaign support across SMS, IM, social media and e-mail, as well as voice. Its dialler capabilities encompass predictive, power and preview, while its mass personalisation options ensure agents can proactively communicate with consumers with tailored, effective content. With all capabilities delivered from the


cloud on an affordable per usage basis, it is a modern approach that not only leads to improved customer satisfaction and engagement, but also to increased productivity and lower costs.


CCR2 Affordability assessments and vulnerability Published with March’s edition of CCRMagazine


The edition of CCR2 will consider how the best businesses are using proper affordability and vulnerability assessments, an integral part of best practice in the industry, as a starting point for their strategies and, thereby, getting ahead in a hugely competitive market. Articles may include:


l Best practice in income-and-expenditure assessments. l Key sources of data. l Data protection issues. l Setting a reasonable repayment plan. l A multi-bureau strategy? l Tools that can help you analyse collections performance. l Can you treat customers fairly in enforcement?


Featured editorial area: Portfolio analysis and segmentation


How can you successfully analyse your debtor portfolio to ensure the right treatment for the right customer at the right time?


l Developing a personal relationship with your debtor. l When to give a debtor space. l Reviewing your strategy. l A legal perspective. l The use of analytics in debt purchase. l Ensuring you have all the accurate data on a customer. l TCF in the debt sale process.


How To Guide


What should you look for in a consumer debt collection agency?


More Details: To be part of this important new edition of CCR2, contact Gary Lucas on 07785 268404 or e-mail gary@ccrmagazine.co.uk.


Deadlines: Editorial – Tuesday 16 February Advertising – Thursday 18 February February 2016 www.CCRMagazine.co.uk 29


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52