Planning under these circumstances is difficult, but it’s still important. I would like to propose a phased approach to collections in the current crisis, with three phases for collection operations post-Covid:
The mid-term phase, with payment holidays rolling off at 90 days and follow-up action required in advance of expiry to ensure the right options are put in place for the best outcome in the longer term. Customer communications and interaction are essential at this point, and the customer journey may take a detour and change to an affordability discussion or forbearance options.
The first step is to integrate and orchestrate the channels available to the organisation – email, SMS, WhatsApp, mobile apps, voice – to help with responses to payment holiday requests and a change in payment plans.
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