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The State of Customer Outreach: Top Ten Findings for Collections


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.

Read the eBook to learn what collectors said about:

  • How their top business and strategic goals are tied to improving the customer experience
  • Why collectors link the outbound call experience to the overall customer experience
  • How phone behavior intelligence and branded calling solutions are helping them increase right-party contact rates and enhance the customer experience

Download the eBook

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