One method doesn’t suit everyone. That’s why we select the right solution for the right customer, at the right time. Because customers often don’t want to talk to you, using the right communication channels and our customer journey expertise is critical to success.
Thanks to our vast experience in collections and the customer journey, we know which channel to use, for which person, and when best to make contact. Expertise honed over many years gives us the knowledge when best to use letters, phone calls, emails, texts and field collections.
Time to pay is essential for many customers. They frequently respond positively to a structured payment plan which is affordable to them, and where they can see the point where the debt is cleared. Pointing customers to debt charities also has a role to play.
New research reveals worrying findings when it comes to the UK debt stigma and consumer reluctance to ask service providers...
Lloyd Birkhead, MD of Echo's Grosvenor Services Group, takes a closer look at energy theft, a serious concern for the...
6 March 2018 by Lloyd Birkhead
How Echo engages and helps customers in arrears in the field for Northern Ireland Water...
What do consumers think about UK debt collection practices? Find out in our new 2018 research report. We've examined the behaviours,...
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