Unsecured Customer Segment
During 2020 we have 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.
We have also developed skip tracing, contact centre excellence and our digital channels. Read about these developments in the section about progress of our Unsecured Centre of Excellence in 2020 here.