Sunday, 17 October 2021

How the Telecoms Industry can build relationships and trust with a human centred approach to collections

A Whitepaper by Capita
Monday 04 October 21

Many consumers are in unchartered territory and feeling vulnerable and are living in unprecedented times.   The ONS reports 3.5m consumers in arrears on mobile or broadband…

Many consumers are in unchartered territory and feeling vulnerable and are living in unprecedented times.
 
The ONS reports 3.5m consumers in arrears on mobile or broadband, leading to a sharp increase in vulnerable customers. The IoD reports 2/5 SMEs have financial constraints, and there is Increasing regulatory requirements from Ofcom. All this is occurring at a time when the telecoms industry wants to invest in future technology, and they face a post-Covid bow wave of debt.
 
This paper explores the opportunity in terms of:
 

- The emerging channel shift that will enable customers to self-serve for simple requests, how to use automation to simplify process, and remove human error and frees up agent time

- How AI technology can identify customers likely to default before they go into arrears, and deliver a personalised collections path

- How customer handling methodology can identify customers in the 1-90 period prior to the appointment of a DCA and help deal with - customers with empathy

 
To view this whitepaper, please click HERE
 
 
To hear more from the Capita team, join us for the Total Telecom Congress on the 26-27 October 2021 where they are a Platinum Sponsor. Check out the agenda here and book your ticket now!
 

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