Understanding individual customer needs and vulnerabilities

There are many reasons why people find themselves in financial difficulties. All too often individual circumstances are disregarded and people are driven down the same path to a standard collections approach.

Capita tailors every response to the individual, with agents who are trained to be compassionate and technology that allows customers to personalise their journeys, providing a choice of digital or agent-assisted channels which seamlessly interact to provide an omni-channel response. 

We’re also able to intervene before an issue arises, helping people to avoid debt through predictive data analytics which flag early warning signs. Our approach is designed to deliver journeys which are specific to the individual and outcomes which are right for our clients. We’re the only organisation to take this approach which is one of several reasons we’re chosen as the debt management partner of choice by many major banks, utilities, telecoms and finance firms. 

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Explore related services

01

Debt prevention

We believe in treating people with respect and as individuals. We deliver this through a unique combination of specially trained agents, voice-recognition software, self-serve omni-channel journeys, artificial intelligence (AI) technology, predictive data analytics and more. By focusing on the person and their particular circumstances, we help to prevent customers falling further behind with payments and, in many instances, prevent payments being missed at all.

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02

The latest technology for better outcomes

We continually innovate to deliver smarter solutions for our clients. We help you make better use of data, analytics and technology to enhance your organisation’s performance, improve productivity, boost collection rates, and enable agents to achieve the best outcomes for you and your customers.

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03

Flexible contact centre model

Flexibility is always a priority for any contact centre. When there are peaks in demand, we’ll provide back-up with the operational flexibility that guarantees a confident, sure-footed response. This could involve augmenting your teams with extra staff, introducing self-serve options, analysing customer segmentation to get the most from existing capacity, enabling home-working and more.

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