Spokn AI

AI Speech Analytics to understand the 'why' behind every call

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Categories:

Optimising Your Debt Collection Contact Centre Performance: 2024 UK Benchmarking Insights

Finance

05 Jun 2024

Optimising Your Debt Collection Contact Centre Performance: 2024 UK Benchmarking Insights

Debt collection is undoubtedly challenging; it’s crucial for contact centre leaders to continuously assess and optimise their team’s performance. Our recent survey of 100 UK debt collection professionals provides valuable benchmarking data to help you evaluate your team’s effectiveness and identify areas for improvement. In this blog, we’ll dive into the key metrics and offer...

Finance

27 Jun 2023

Consumer Duty: A guide for contact centre teams in financial services 

The first part of the Financial Conduct Authority’s (FCA) new Consumer Duty legislation came into force on 31 July 2023. All regulated financial sector firms – insurers, lenders, banks, DCAs and more – now have to abide by its rules.  What is the FCA’s Consumer Duty?  So what is the Consumer Duty and what are...

Finance

03 Oct 2022

MaxContact reveals the challenges faced by vulnerable customers seeking support from customer service teams

According to the Financial Conduct Authority (FCA), 27.7 million adults in the UK fall under their definition of a vulnerable customer. This includes having poor health, experiencing negative life events, low financial resilience, or having low decision-making capabilities. This number is predicted to rise even further as the cost-of-living crisis impacts peoples’ finances and mental...

Finance

04 Jul 2022

How to create the best debt resolution strategies for different circumstances

If you’re a debt collection agency or a consumer-facing billing, credit, or accounts receivable department, you may be getting a little nervous right now. The cost-of-living crisis is affecting us all. Debt has increased across the UK, up by a whopping £63 billion in a year. The average unsecured debt per UK adult as of...

Finance

13 Sep 2021

How to serve vulnerable customers

As the cost of living crisis continues and bills continue to soar, contact centres are facing an increase in vulnerable customers who are seeking support. Now more than ever, it’s crucial that these customers are able to easily receive the correct support and that contact centre teams are prepared for potentially difficult and distressing conversations....

Finance

17 Aug 2021

The real cost of not having a payment IVR for credit and collections

A few years ago, IVRs (Interactive voice response) were not much loved by consumers, and even today, poorly implemented systems can leave callers fuming on the other end of the phone. But as customers have got more used to talking to technology (think Alexa, Google Assistant and more), and IVR systems have got more sophisticated,...

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