Engage, serve, retain and build trust - a customer-centric approach to debt collection is driving better design and improving revenue | Flexys

Engage, serve, retain and build trust – a customer-centric approach to debt collection is driving better design and improving revenue

7th June 2019 by Astra Baker

In the last five years, debt collection has become the focus of transformative thinking that puts the customer at the forefront of the process. This has lead to many positive changes, from outstanding training for frontline agents to comprehensive policies that protect customers in tough times. These changes have made the debt resolution process better for all customers.

When it comes to the digital environment, the challenge has been to ensure that the latest technology does not cause additional detriment or exclusion.  At the root of this is to ensure operational systems increase participation, create better outcomes and improve customer satisfaction. First generation digital payment portals were a step in the right direction but the next generation context-sensitive digital solutions promise to open up digital engagement to a wider customer base.

There are several guiding design principles that are critical to increasing the likelihood of successful engagement…

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