CCR2 Wave of debt
Covid-19: the digital pandemic
The disruption of the past few months has only heightened the technology trends that were already under way within society
Richard Fenton Head of digital development, The Zinc Group RFenton @
thezincgroup.com
Recent events surrounding Covid-19 have given rise to a number of changes we have all made in both our working lives and our personal lives, whether its working from home, being furloughed, changing the way we shop and even socialising it has had a major impact on how we do things and critically how we think about the future ways of doing what was previously just the conventional way of doing things, meaning the norm.
Biggest changes We may, therefore, may be forgiven for thinking that one of the biggest changes we have seen is the use of digital channels when dealing with our customers, when in actual fact the truth is Covid-19 has simply accelerated what was already happening in the world of customer interaction, large swathes of the population who were not yet ready to switch the way they interact have been forced into change due to the pandemic, the good news is that for most that change has been a positive one.
As we are creatures of habit and now
that many of our habits have been changed or replaced I think its fair to say that overall the volume of customers who wish to interact with us via digital channels will continue to grow and more importantly will maintain any gains made in that area of our businesses.
We are seeing many of our customers responding well to interactive video messaging and making use of our self-service portals via the web or via personal SMS driven portals which allow customers to see real-time information relating to their accounts
Growth of technology This is certainly something we at the Zinc Group are seeing across all of our portfolios, whether in arrears management or in our white label customers service teams, more and more of our engagements are taking place via non-voice channels such as web chat, two-way SMS, and e-mail, additionally we are seeing many of our customers responding well to interactive video messaging and making use of our self- service portals via the web or via personal
September 2020
www.CCRMagazine.com
SMS driven portals which allow customers to see real-time information relating to their accounts.
Remaining constant Covid-19 has changed many things in all aspects of our lives, and much more is yet to come as result of a hibernated economy and the delayed consequences of the furlough scheme which will be felt in October, but one thing remains and will always remain constant, the customers we deal with on a daily basis relay on us to provide them with a high level of service which can be accessed with ease offering on the best possible outcomes, digital will help us all achieve this and will certainly make life easier for our customers, the key will be to listen, learn and develop depending upon what we see and hear from our customer base, the age of the phone is long way of being obsolete but digital is no longer the new kid on the block. CCR2
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