2022: The Year of Squeezed Budgets
James Cuthell, Senior Manager Collections and Recoveries at British Telecom, Hayley Lord, Head of Collections Operations at Thames Water and Richard Vennard, Head of Customer Revenue at Dwr Cymru Welsh Water, join Flexys to discuss the challenges of collecting during the worst cost of living crisis in more than fifty years.
With so much at risk: revenue, customer welfare and reputation, the panel will consider:
How can customers be helped when affordability reaches breaking point?
Will there be a rise in customers facing vulnerable circumstances and how can organisations identify these customers and ensure they receive positive outcomes?
Are we going to see mass Direct Debit cancellations as customer prioritise their debt repayments?
Wednesday, March 23, 2022 10:50 – 11:20
Building a Resilient Collections Operation
Mark Porter, Head of Customer Operations at Oodle Car Finance, joins Paddy Gilling to discuss the foundations for an effective, resilient and adaptive collections operation, fit for the 21st century.
Mark and Paddy will be looking beyond the soundbites to delve into the core components that enable collections teams to operate in a consistent, secure and efficient way, even in the most difficult of circumstances.
With another global crisis underway, the panel will be looking at what works well and what doesn’t, and asking:
What did we learn from the pandemic that will help collections teams through the next global crisis?
What the key requirements are for today’s collections operation and how can they be orchestrated to deliver positive outcomes?
What the right balance is between new technologies and the ‘human touch’?
Wednesday, March 23, 2022, at 14.55-15.25
Credit Summit 22