CCR2 Utilities and Telecoms
suitable agencies, determining the language to use in correspondence, and deciding how best to approach them. Traditional methods of contacting a
customer do not work as they used to. Someone with anxiety or mental-health problems will struggle to do something as simple as submitting a meter reading for a gas bill. If you call them unexpectedly or a letter lands on the mat, the chances of them feeling able to engage are slim. We need to think differently.
Multiple channels That means offering multiple channels of communication, especially for demographics that prefer to engage digitally. Someone may not be able to talk to you
but may feel able to have a web-chat conversation – or use social-media channels, something we are increasingly exploring. Meanwhile, advances in income-and- expenditure assessments, such as the use of
Open Banking to determine affordability, promises to make engagement far easier and information more accurate. We believe moving in this direction will not only reduce the burden of assessment
A different approach The future of debt collection requires a different approach. Standard digital options will work for straightforward circumstances, offering an easy and consistent journey for the customer. The remaining cases of vulnerability,
We use an Oversight Model to ensure our agencies meet high standards – their measures must align with ours and their success defines the quantity of debt we pass to them
for consumers and organisations, but will result in more realistic and sustainable arrangements.
complaint, or hardship require fewer agents, but with much greater skills than in the past. We use an Oversight Model to ensure
our agencies meet high standards – their measures must align with ours and their success defines the quantity of debt we pass to them. Likewise, our Vulnerability Standard is
definitive on what we expect from our agencies. With the landscape continuing to shift
from rules-based regulation to principles of genuine responsibility, businesses that are behind the curve will find it impossible to hide. CCR2
October 2019
www.CCRMagazine.com
29
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52