Adapting to a new normal The Debt Collection In Industry ry - - PowerPoint PPT Presentation

Adapting to a ‘new normal’

The Debt Collection In Industry ry Response to th the COVID-19 Crisis

Peter Wallwork

CSA Chief Executive

Early Adaptation to a ‘new normal’

• Fir

irms prepared ahead of announcement

• Overcame hurdle

les – GDPR, , Technology

• Started swit

itch to worki king from home

• Used furlo

lough scheme

• Swit

itched emphasis of resources to in inbound

• Lim

imited outbound contact

• Paused most le

lettering strategies

Adapting to a ‘new normal’

• Suspended new lit

litig igation

• Paused exis

xisting lit litig igation cases

• Suspended enforcement
• Monitored Exp

xpressions of Dis issatis isfaction and complain ints

• Monitored speech analyt

lytic ics

• Contact and Forbearance contin

inue to be key watchwords

Operating in in the eye of the storm

• Member fir

irms operate in in a mixtu ixture of

• Working from home
• Where essential, office but socially distanced
• Furloughed
• Lim

imited outbound callin lling eit ither

• Calling broken arrangements
• Calling new customers, but with heightened

forbearance

• In

Inbound

• Requests for information and help
• Adjustments to plans
• Customer Service

Planning for release fr from Lockdown

• Contact didn’t stop
• What will ‘Business as Usual’ actually be?
• Full resumption won’t be a single movement
• Not a regula

latory ry is issue or a case of doin ing the rig ight thin ing

• More a poli

litical and Public lic Rela lations matter

• COVID

ID-19 will ill giv ive way to recession

• Contact and Forbearance will

ill be key watchwords

What’s happening today?

• Tentativ

ive resumption of outbound callin lling

Monitoring feedback; Covid-19 Cases; measures of praise and dissatisfaction

• Some le

letterin ing resumed

Covid-19 sensitive

• Lit

itigation

Extra checks; Extra lettering; PAP

• Enforcement

Held till 24th August 2020; health and safety

• Home vis

isit its

Data protection; health and safety

Meanwhile…back at the CSA

• Fees and Levies

Managing the burden on CSA Members

• Fundin

ing free debt advic ice

Driving a fair funding process and value for money

• Fair

irness In Init itia iative

Fairness in Government Collection

• Breathing space

Maintaining the customer journey

• SDRP

Playing a key role in the next part of the journey