Specialists in public sector debt resolution, we have an enviable and well-earned reputation for our effective and ethical collection methods.
As part of the challenge to continuously improve our service, we turned to our long-term partner, TelSolutions, to help us take communication to the next level. We had already worked successfully together to implement our Rich Communication Services (RCS) platform, which showed a 92% ‘read rate’ and delivered an impressive 30% increase in payment rates.
Building on this success, we created a Virtual Assistant, using the latest A.I. natural language processing technology. More than just a chatbot, our VA is an industry-first solution - giving accurate and tailored advice that is intuitive, empathetic and in the customer’s preferred language. It’s sophistication identifies and replies appropriately to stress-responses and recognises when a customer needs to speak to team member.