CCR2 – Customer engagement Published in February’s edition of CCRMagazine
Customer engagement is possibly the single most important aspect of today’s credit and collections industry. After all, once a relationship of trusting engagement has been developed with a customer, most collectors will feel that a mutually beneficial outcome can be reached. However, until such engagement takes place, very little can be done to build trust and understanding. Creditors and collectors are eager to properly understand their struggling and vulnerable customers, but, for that to happen, you need engagement. So how can you use all the varied communications methods available in today’s industry to develop this crucial engagement? This question will be at the heart of the debate in an important edition of CCR2. Subjects covered may include:
l Best-practice telephone techniques. l The right dialler solution for you. l Comparing collections technology systems. l Standing out by your customer understanding. l The role of enforcement and doorstep collections. l Developing trust with your customers. l Designing letters to build a relationship. l Call-recording technology to remain compliant. l Going beyond ‘tick-box compliance’ to genuinely understanding collections.
l The use of data in the collections cycle. l Learning about vulnerable customers. l Successful doorstep negotiation. l The growing role of speech-analytics technology. l TCF in enforcement work. l E-tracing. l How technology can help a collections agency to remain compliant.
Feature Focus – Carrying out a full audit of your operation How can you fully review your work in order to decide on improvements, and future goals and strategy?
How To Guide How can a DCA help in customer retention?
More Details If you would like to be part of this important edition of CCR2, or to contribute the Feature Focus or How To Guide, contact Gary Lucas on 07785 268404 or at
gary@ccrmagazine.co.uk.
Deadlines Editorial – Tuesday 23 January Advertising – Thursday 25 January
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