In these turbulent times, public health is clearly the priority, but when Covid-19 stabilises, the global economy could be the next to fall. Millions of people are concerned about their finances, the shock impact of the virus has already taken its toll with self-employed and small-business owners hit particularly hard. As payment holidays and government-backed furlough schemes come to an end, redundancies are set to increase and those affected will have to file for bankruptcy or insolvency as their debt problems spiral.
You’ll no doubt be planning what lies ahead and will be aware that the old challenges will be magnified. Your technology decisions are going to be crucial to help your staff maximise their collections efforts, at the same time as dealing with potentially vulnerable customers.
Managing your teams, keeping productivity levels high with fewer staff and potentially a long-term remote workforce will be a constant challenge. This 30-minute webinar will provide solutions to help you reach your customers by providing a robust framework for a proactive contact strategy. We’ll be talking about measures you can put in place to help your team achieve more right party contacts, to sensitively communicate and ultimately put plans in place to collect owed debts.
Noble Systems has over 30 years’ experience in the debt/collections sector and on this webinar our solutions experts will share best practices for managing debtor data and provide tips and tricks that you can implement within your contact centre/collections department today. We’ll cover ways to ensure the customer experience is as painless as possible and also look at ways to align it to agent satisfaction.
Topics to be covered include:
- Understanding and managing vulnerable customers
- Delivering proactive customer engagement
- Creating a dynamic contact strategy to reach more right party contacts
- Improving your customer experience with AI
This webinar will explain how Gamification for credit and collections organisations and departments could give you to the tools to enhance the productivity of your collectors, reduce attrition and gain more appropriate outcomes, improving your overall collections result.
71% of all employees are not engaged while they're at work and the average contact centre has a 26% attrition rate. Noble Gamification users turn those numbers around with engaging contests, recognition and rewards. Motivation impacts everything in a contact centre, particularly within collections environments. A motivated team of collectors has a positive cascading effect on call efficiency, cost per call and overall expense.
Learn how gamification has helped other collections organisations by providing contests, rewards and coaching to bring about positive changes in motivation, increasing right party contacts, promises to pay and conversion rates.
See how Gamification can impact your bottom line with the Gamification ROI calculator:
Driving effective and efficient collections strategies is challenging. Maximising the return on specific portfolios requires businesses to have sophisticated methods of omnichannel communication linked to slick payment methods that provide a smooth customer experience enabling the consumer to pay there and then using the most convenient method and channel. And all of this set against an increasing backdrop of regulation to ensure that customers are being treated fairly.
Meeting this challenge across different portfolios that will have different needs requires complex consideration – some consumers will want (or need) agent help to manage them through the process, other more tech savvy groups will prefer to pay through automated links distributed digitally. Moreover, the greater the range of options, the greater a business becomes exposed to managing data protection and payment compliance in terms of PSD2 and PCI.
Pay360 by Capita helps the industry optimise activity by supporting the two crucial elements of the collections process;
•Providing the right channel at the right time to connect with the consumer
•Providing compliant payment methods to receive a payment there and then
This webinar will demonstrate how our various solutions, linked to our omnichannel payment platforms allows business to create sophisticated strategies aimed at maximising returns whilst providing a customer experience that suits the customer profile and protects all parties in terms of payment compliance.
Pierre Silavant (Sales Director) and Karl Viertel (Co-founder & CEO Alyne)
CSA members are now firmly part of the UK regulatory regime and with that comes the increased cost of managing regulatory risk, compliance and audit processes. Whether it’s operational resilience, cyber security, post GDPR data privacy risk assessments, regulatory implementation, technology risk, 3rd party vendor governance, effective policy management or even ISO27001 certification - Alyne will review these crucial use cases and discuss how using transformative Regulation Technology (RegTech) as an enabler will help to lower risk, compliance and audit costs, create easy to use agile processes and allow the members to focus on its core business, whilst demonstrating and complying with regulatory pressures.
Fiona Macaskill, CSA Head of Learning & Development
CSA Head of Learning & Development Fiona Macaskill will present an update on Apprenticeships as part of National Apprenticeship Week 2017 (6 - 10 March) and will include useful information on toolkits and resources for employers and what the CSA is doing to help members maximise a return on their investments.
Fiona Macaskill, CSA Head of Learning & Development
CSA Head of Learning & Development Fiona Macaskill The CSA Level 3 Award, Certificate and Diploma for the Debt Collection Industry are each designed as standalone qualifications explains how the industry-recognised Level 3 Diploma offers proof of knowledge and the skills required to function as a proficient professional within the debt collection industry.
Monthly CSA webinars presented by Peter Wallwork, CEO of the CSA and Claire Aynsley, Head of Membership and Compliance. These webinars are aimed at all CSA members and should be used as an extra resource for gaining authorisation under the FCA in April 2014 and other industry related matters.