In Focus Collections
complaint-handling. So we created a module in our core system to provide clarification and to send appropriate responses to our customers and clients. The module also provides some MI so
that root-cause analysis can be done, all within our SLAs. Again, we came at it from a position of
understanding that we would need to do this as part of our business-as-usual, but we were helped to see that there was nothing else on the market quite like this. We had needed to spend time, effort, and
thought to put the project together. A second project involved an e-mail
module that scores incoming messages digitally, without the need for a human to read them. The module will pick out key words and
phrases and allocate a score, so that maybe a complaint will have a certain score and will be directed to the right person, and a payment offer will have another score and be directed to someone else. Again, we needed to understand that there was nothing exactly like this on the
October 2018
The crucial first step is to understand that this opportunity is out there, and then to appreciate the innovative work that we all do as businesses in this sector. We are all doing these things anyway, so we should take advantage of the recognition available
market, so, in putting it together, we have shown truly innovative R&D.
Key message The crucial first step is to understand that this opportunity is out there, and then to appreciate the innovative work that we all do as businesses in this sector. We are all doing these things anyway, so
we should take advantage of the recognition available. It is worth noting that you can only make
a retrospective claim back for the past two financial years, so the sooner you get in touch, the more we may be able to claim for you. CCR
Editor’s Note: CCRMagazine will be making use of Bespoke Partnerships’ service in the next couple of months, and we will let you know how we get on!
exist, contact Graham Rankin on 07969 169659 or at
graham.rankin@bpomail.co.uk.
For more information on the opportunities that
www.CCRMagazine.com 33
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