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CCR and HighRadius reveal webinar pairing
Collectors seek clarity on IT options
These are times the like of which few of us have seen in our lifetimes. The pressures of the situation that we find ourselves in are, indeed, significant, but life must go on and, as always, the credit and collections industry is at the heart of innovation, finding new ways to work. Credit and collections professionals are
very aware that, more than ever, they need the knowledge that will drive their businesses forward in trying circumstances, at the same time treating their customers with the care and attention that they deserve. Increasingly webinars have become a
crucial way of delivering this important information, and so CCRMagazine has announced a major new partnership with HighRadius, which will see the pairing deliver two important webinars, delivering the information you need right to your desk-top; regardless of whether you are working from the office or from home. These webinars will be free to attend and
should provide the analysis, advice, and insight that you need to lead your businesses to a brighter future, so please get in touch, at the e-mail address below, for further information on how you can be part of this important learning opportunity. Do not miss this opportunity to gain the knowledge you need!
Stephen Kiely Editor, CCRMagazine stephen @
ccrmagazine.co.uk
Collectors have been advised to always look for clarity from the regulator when taking the opportunities new technology affords. Speaking at a CCRMagazine debate, run
in association with Esendex, Jeremy Baber, director of operations of Link Financial Outsourcing, said: “The reality is that there is no one silver bullet in collections. So you can have your voice, voice to landline, SMS, chat, and so on, but, ultimately, you need to have those multi-channel solutions because every customer is different. “Particularly customers in debt may not
want to talk, they may prefer to self-serve, but, ultimately, and I think this is where we find the challenge, what is the regulator going to accept and what are they not going to accept? You can innovate and try all the new technology solutions, but at the end of the day, if the regulator is grey about giving a clear answer, then it makes life very difficult to be able to say with confidence ‘OK, we can do this’ and we are compliant’ – and in our environment that is the critical important requirement. “Because without clarity (from the regulator)
one day we may be compliant, and on another day a different person might have an alternative opinion and decide that no we
are not. So it is a question of getting a little bit more clarity from the regulator; that would be useful. “That said, I agree that the opportunities
are out there, but the challenges are when you need to work within legacy systems and feed into and back out of them, that can be where difficulties and delays in implementation comes in to play, but we will get there.” Meanwhile, Jattinder Singh, key account
manager – financial services at Commify, said: “One of the big questions we get asked is whether the industry is more focused on channeling and promoting more self-service to remove the cost of servicing accounts, or on the flip side, whether engaging more FTE resource via omni-channel platforms is a key driver in getting greater engagement, with the caveat that the omni-channel offering must cater for single customer view, that is to say, irrespective of whether the end user engages on e-mail, SMS, WhatsApp, Apple Business Chat, or RCS, the agent has continuity of where that end user is, or is it a blend of both where self-service falls into the omni-channel offering as a overflow and, therefore, removing the need for telephony or dialing.”
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www.CCRMagazine.com
March 2020
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