The leadership of kindness: Six empathic tactics for telecoms collections teams

In January 2022, research from debt charity StepChange revealed that the number of people finding it hard to keep up with bills and credit commitments has doubled since the start of the pandemic, and that one in three UK households is now struggling. The report reveals that 6.4 million adults are feeling the pressure of debt and that this has negatively impacted health, relationships and the ability to work.
In addition, 15 million people in the UK are worried about paying the rising energy costs. The price of essentials such as food and clothing are rocketing up, as is fuel, leading many to “dive dangerously into debt” just to keep afloat.
Back in March, the UK’s major telecoms companies agreed a set of commitments to support and protect vulnerable people, placing collections right at the centre of their response to ensure customers stay connected and are given some relief from their payment terms. These included removing data allowance caps on all current fixed broadband services and allowing payment holidays.
Despite telecoms adopting support measures…

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