Our clients are becoming more aware of the requirements around dealing with customers who are at risk of or who are experiencing hardship and or financial vulnerability.

TCS is committed to a best practice approach to debt collection and as a result in November our collection team participated in best practice training on supporting customers through hardship & vulnerability via eMatrix, a firm specialising in this subject.

The training included how to identify vulnerable customers, identifying and understanding the best questions to ask to negotiate the best outcome for both the customers and the organisation and how to determine if the hardship is short or long-term. For further information on our approach, please see our financial hardship page.