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Survey Report: Customer Connections The New Conversation Rules for Credit Collections & Payments

Households are facing  a challenging period with inflation, fuel costs and interest rates all rising. Credit and collections teams are at the coal face engaging with at-risk customers who are dealing with financial difficulties. This report draws on new research exploring how customers feel when interacting with credit and collections teams. 

Written for credit and collections teams, this report draws on research carried out with 2,000+ UK adults.

We explore

  • The shift towards digital messaging channels
  • What customer find important when interacting about finance issues
  • The role of empathy and understanding in customer conversations

New rules of customer conversations

The report presents six smarter ways to engage positively with customers across the debt cycle to make having difficult conversations easier and ensure increased engagement rates that positively impact cash flow.

 

Fill in the form below to download this report for more details on how to engage with your customers.

 

                                    

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METRICS WE’VE ACHIEVED

52%
Uplift in Payment Arrangements
42%
Increase in Agent Productivity
57%
Decrease in Operational Costs
48%
Increase in Customer Engagement

YOUR DETAILS

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