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Key Takeaways
Digital transformation in collections is at different stages across organisations, with varying levels of adoption.
COVID-19 acted as a catalyst for digital transformation, pushing both service providers and customers towards digital solutions.
AI is being utilised in areas such as QA, after-call work, and improving compliance in calls.
SMS remains a strong channel for communication due to high open rates and quick responses.
Balancing digital communications with traditional outbound calls can enhance the customer journey and improve engagement.
Key Statistics
94% of inbound calls from unknown numbers are rejected by recipients.
Key Discussion Points
The importance of a digitally-led collections strategy combined with personalised outbound calls.
The role of conversational AI in improving customer interactions and reducing average handle time.
The challenge of balancing customer preferences for different communication channels...
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