According to the commissioned study conducted by Forrester Consulting on behalf of Neustar, a TransUnion company, An Optimized Customer Contact Strategy Combines Transparency and Intelligence: The State of Outbound Communications in 2022, close to 90 percent of collections agencies surveyed said the phone channel is their most important outbound channel.
In spite of the fact that they struggle with inaccurate data, SPAM mis-tagging, and a lack of trust in the phone by consumers, collectors closely link their business goals of increasing revenue with improving the outbound call experience. However, the need for solutions that help collectors remain compliant with regulations and orchestrate their multichannel outbound communications is requiring them to investigate and adopt customer contact solutions.
Collectors are increasingly looking to technology vendors to provide solutions that leverage phone behavior intelligence and insights to help them reach customers on the right day at the right time. In addition, collections firms are looking for solutions like branded calling that help reassure customers that it’s really them calling.
In this new eBook from TransUnion, you'll learn what collectors said about: