Progress of Centres of Excellence in 2020
Unsecured Centre of Excellence
During 2020 we have worked on our tone of voice with the objective to establish a more accessible language, improving the customer experience. We have developed a stronger customer engagement strategy that allows us to know which customer to contact, through what channel and when. This approach has been delivered through current systems in all markets however consistent application will be delivered through the implementation of a common data-driven and automated Rules Engine technology in all markets.
The Rules Engine determines on a daily basis the next best action for each of our customers. It selects which customers we want to contact, through what channel and with what message. It also determines which customers to move into specific processes such as litigation and field collection. The Rules Engine puts data at the centre of these decisions and allows us to run concurrent tests to optimise our collection performance.
First market to go live on this new system in the second half of 2020 was Germany where we were able to report early positive results across amicable processes. UK went live in January 2021 incorporating both amicable and litigation strategies. France will go live in the first quarter of 2021, with BeNe, Spain and Poland planned throughout the remainder of 2021.
It is not possible to initiate an amicable settlement if we cannot get in touch with the customer. When we buy a portfolio we often inherit outdated contact details. This year we have looked at ways to improve our customer engagement levels by improving the quality of our customer contact data such as phone number and e-mails address. We have performed trials with new data suppliers across several markets, agreed on a common approach to invalidating existing contact details and triggering trace activities. We are also in the final stages of adding additional manual resources in our nearshoring operations for fallout from automated processes in relation to this task.
- Contact Centre Excellence
In line with our ambition to develop top class omni-channel Contact Centres, we are mid-way through a programme of transformational activities, which affect all our internal contact driven operations. We are harmonising approaches to coaching and leadership in these areas, with a significant development programme called High Performing Teams delivered in three markets, in progress in three more, with the remainder to commence in the first quarter of 2021. This will have a major impact on conversion and kept rate performances, as well as on colleague engagement ratings. We also made great strides in the application of sophisticated Contact Centre workforce optimisation in conjunction with our technical partner Aspect, as well as a transformed approach to KPI development and usage across all markets.
Several digital solutions have been created using experiences and expertise from the Unsecured CoE. Read about them here.