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 24 th 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