In Focus Collections
With the continued challenges ahead,
maintaining customer-focused engagement is essential with continued evolution, we all have to be quick to change and meet our clients’ needs at the same time. BW Legal have extensively developed
digital platforms, portals and engagement for both customers and clients alike, we are really proud to have developed these in-house, however there still remains a huge demand to service customers who want to speak and engage with a human being. So having a strong presence in all our
communication platforms is the right balance. We are seeing appetite changes in the
market between outsourced DCA placements and debt sale such as the expansion of outsourced DCA panels that can service additional volumes of cus- tomer accounts and a slowdown of debt sale where some sellers are extending the outsource of customer accounts before any
July 2020
usual debt sale dates so that extended support can be offered to customers throughout this pandemic. BW Legal is a strong and highly respected
We are seeing appetite changes in the market between outsourced DCA placements and debt sale such as the expansion of outsourced DCA panels that can service additional volumes of customer accounts and a slowdown of debt sale where some sellers are extending the outsource of customer accounts before any usual debt sale dates
brand built on a market-leading and robust platform, in particular we have been able to demonstrate just how versatile and nimble we are over the past three months. All of our usual processes and procedures
were halted and we changed our customer engagement model to be exclusively pre- legal. Anything already in the legal process was
halted and our legal teams have worked very hard over this last three months to engage with customers to reach solutions, particularly on any defended cases. We have been able to maintain incredibly
high standards of customer service and outcomes for clients during this time and we have even received a number of thank you letters from customers. CCR
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