Bridging the gap between service and collections
Early intervention can be the most effective way to engage customers who are not able to, or who fail to, pay bills on time. Often a reminder is all that’s needed to get a customer back on track or provide the additional support they need. Spotting early warning signs and monitoring changes in behaviour can help you act whilst debt is manageable.
We can white label your early arrears function, mirroring your brand and providing customers with a totally seamless brand experience. With our mix of proven debt collection expertise and customer service specialism, you can be sure your customer relationships and brand reputation will be protected as if they were our own.
should not be classed as ‘in debt’ in the first place. Arrears occur due to forgetfulness, inaccurate bills or when payment is withheld at protest.
Operating with a customer service mind-set
Reducing avoidable arrears
Early intervention can be highly effective once a customer falls into arrears, but there is more we can all do to prevent instances of debt even occurring. Active listening, regular touchpoints and proactive alerts, reminders and warnings can all help, and what’s more customers are calling out for this support.
of consumers said their supplier didn’t work with them enough to prevent them falling into arrears
of consumers felt there was a negative stigma attached to asking for help when in financial difficulty
As a customer service specialist, with end-to-end debt capability, we are ideally placed to help build and support your pre-arrears strategies.