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Credit Strategy masterclass: How creditors can personalise collections strategies

As a new lockdown takes hold in 2021, Credit Strategy’s first broadcast of the year will explore how collections organisations can manage personalised, flexible strategies for customers.

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Broadcasting live on 19 January at 10.30am, the masterclass will unravel the complex impact of another prolonged lockdown on consumers’ finances, the corresponding effects on collections operations, and the tools agents need to remain responsive and meet customer expectations.


After the Financial Conduct Authority (FCA) issued guidance last year on tailored forbearance for customers still struggling once payment holidays expire, this session will detail the systems, data and analytics processes required to deliver this support effectively.


The masterclass will also explore data and insights from across the UK, Australian and New Zealand economies, to examine what may lie ahead, as well as successful case studies for practical ideas.


Here are some of the items that will be explored with Illion, the data analytics provider, on 19 January:


• How pro-active engagement with self-service channels enables frictionless journeys, and puts customers back in control of how and when they pay;

• What the delivery of flexible options and simple arrangements, via digital journeys, for those who can’t pay now, looks like in practice;

• How digitally-enabled support works for vulnerable customers, with two-way messaging conversations with advisers rather than driving inbound calls;

• The emerging real-time economic impact from continuing lockdowns and an extended furlough scheme, plus how consumer behaviour during covid has evolved, including interaction via digital & self-service channels.


The speakers will be Grant de Leeuw, commercial director at Illion and Marcel Le Gouais, managing editor at Credit Strategy. Readers can register for free for the masterclass.

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