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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

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

Deadlines: Editorial – Tuesday 16 February Advertising – Thursday 18 February February 2016 29

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