While the customer service experience is an important element for any business, it’s particularly key for collections agencies, whose reputations and success rest on the positive experiences their collections associates provide to customers.
FICO’s recent 2024 Bank Customer Experience Survey offers related insight into the customer experience preferences of 1,000 banking adults of all ages and income levels in the United States. This survey has shown that customer experience is highly important to 88% of those surveyed, of equal or more importance to them than banks’ products and services.
The Impact of Empathy in Customer Interactions
Empathy was important to 26% of these banking customers. Collections agencies know that good customer service is based on an associate’s professionalism, efficiency, and effectiveness in their role. Good customer service can become great with the added element of empathy, which comes from associates who are well trained in understanding customers’ situations and who care about each customer’s individual experience during their call. At CBE, we make it our top priority to approach each call with compassion and competence, for a well-rounded, high-quality customer experience.
Adapting to Customer Communication Preferences
Communication styles were also important to those surveyed. The survey found that 39% of customers liked debt notifications to be emailed to them, while 44% liked fraud alerts to be sent to them by text message. At CBE, we understand the importance of offering a variety of communications options to customers. Our omnichannel communications include email, text, and chat, and appeal to all customer age groups and income levels.
CBE’s Commitment to Customer Experience
CBE is proud of our commitment to the highest-quality customer experience, understanding its value to customers today. By emphasizing empathy and communications options that meet customers’ needs, we work hard to provide a great customer experience.