Managing Collections and Recovery in a Crisis
As a market leader with more than 10,000 customers in more than 100 countries, FICO gathered an international panel of its experts to bring together learnings to date.
COVID-19 has created challenges unimaginable a year ago. Call centre staff needed immediate transitioning to home working, and calls from customers spiked by some 800%, while computer systems often proved inflexible and unable to adapt quickly enough to a new way of working. On top of this, governments across the world introduced new debt forbearance rules which needed integrating into collection systems.
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