Using An Engage and Assist Strategy to Facilitate Debt Recovery
The pandemic had a seismic impact on debt collection activity across Australia. In March 2020, the Federal Government made a series of temporary changes to bankruptcy law to provide better protection for customers facing financial distress due to COVID-19.
After more than two years of scaled-back collections activity, this organisation wanted to reconnect with their customers, which had grown exponentially since early 2020. Labour market shortages meant that they needed support to resource this activity, with a particular emphasis on recruiting staff who have the skills to take a softer, more empathetic approach.
After such a long pause in speaking with customers, the organisation didn’t have a strong handle on the profile of their customers in arrears. They wanted to reengage with these customers and have a gentle initial conversation about their debt, and were looking to partner with a trusted provider who would support them with restarting debt collection activity in a safe, low-risk way.
Brooke Lawrence
Group Manager, Client Fulfilment – recoveriescorp
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