CCR2 D D E B T WIT H A H UMAN TOU C H Communications
Getting it right for customers
Working with vulnerable customers? It is a matter of priorities
Denise Crossley Chief executive officer,Lantern
Denise.Crossley @
lanternuk.com
When you have customers on your books who are experiencing vulnerability, it can be hard to know how to proceed. With increasing regulatory scrutiny,
lenders have both a duty and a strong incentive to ensure that all customers are handled fairly. However, that is not always easy. After
all, most collection processes are designed around finding ways of getting customers to prioritise their debt. When that is not possible, as is often
the case with vulnerable customers, such strategies are bound to fail. There are numerous reasons why this
might be the case. A customer might be the primary carer
for a loved one, struggling with illness, or facing any number of other challenges that simply have to take precedence over their financial situation. Whatever the circumstances in question, unless you have some understanding of
what is going on in a customer’s life, you have little to no chance of getting them to engage or agree to any kind of management plan.
Specialist To effectively manage these types of portfolios, being a collection specialist simply is not enough. You also need to be a specialist in handling the kinds of situation that come attached to such debts. At Lantern, our staff receive specialist
training to ensure they understand the realities our customers face – and that those realities are reflected in the outcomes we agree on together. We know that, when people have control
over their actions, they are far more invested in the outcomes. It is why we allow our customers to
determine how they pay, when they pay, and the amount they pay. In roughly 40% of cases, that equates to less than £10 a month. However keeping repayments affordable
is not just a matter of being empathetic – it is also overwhelmingly effective.
We know that, when people have control over their actions, they are far more invested in the outcomes. It is why we allow our customers to determine how they pay, when they pay, and the amount they pay. In roughly 40% of cases, that equates to less than £10 a month
February 2020
Effective Since 2008, we have acquired 2.5 million customers and managed over £1.5bn of debt. All of that experience has fed into the
development of a customer experience that is not just positive, but often transformative. Our customers frequently tell us that our
services have made a huge difference to their lives, and they are not the only ones to recognise our efforts.
www.CCRMagazine.com
Investor in Customers (IIC) have
awarded us their Gold standard for 2019- 2020 – an exceedingly rare accreditation in our industry and one we are immensely proud of. Our compassionate ethos makes us a safe
pair of hands, but it also makes us stand out from the crowd. Our expertise means we can confidently
acquire and manage portfolios other purchasers would see as extremely high risk. This means we can offer lenders a safe haven for their vulnerable customers alongside a return on books that do not fit mainstream debt sale or outsource. In the process, we can also reduce their
costs of oversight and staff training. At Lantern, we believe vulnerability
requires a special touch – and we have focused our efforts on honing it. So if you are looking for a people-focused
solution to your non-performing debt, we would love to talk to you. CCR2
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