Many consumers are in unchartered territory and feeling vulnerable and are living in unprecedented times.
The ONS reports 3.5m consumers in arrears on mobile or broadband, leading to a sharp increase in vulnerable customers. The IoD reports 2/5 SMEs have financial constraints, and there is Increasing regulatory requirements from Ofcom. All this is occurring at a time when the telecoms industry wants to invest in future technology, and they face a post-Covid bow wave of debt.
This paper explores the opportunity in terms of:

– The emerging channel shift that will enable customers to self-serve for simple requests, how to use automation to simplify process, and remove human error and frees up agent time

– How AI technology can identify customers likely to default before they go into arrears, and deliver a personalised collections path

– How customer handling methodology can identify customers in the 1-90 period prior to the appointment of a DCA and help deal with – customers with empathy

To view this whitepaper, please click HERE
To hear more from the Capita team, join us for the Total Telecom Congress on the 26-27 October 2021 where they are a Platinum Sponsor. Check out the agenda here and book your ticket now!