Problem debt engagement
Life events can make it difficult for people to manage bills. Many vulnerable customers disengage and remain unaware of the support on offer from charities and the companies to whom they owe money.
ReachOut is a new and unique service from Sigma Connected to address the dual challenge of low engagement and low awareness of available support.
When our clients are unable to contact customers with debts, they ask us to ReachOut with our offer of support. As a confidential and impartial service – one that isn’t there to (and can’t) collect debt – our supportive and empathetic Pathfinders can speak with people where creditors can’t.
Creating a safe environment for sensitive disclosures means our Pathfinders can explore reasons for non-payment and understand the challenges faced by your customers.
Promoting our core values and no-blame culture, Pathfinders then guide customers to whichever charities are best placed to help them through any crisis or to improve financial, mental or physical wellbeing.
They also explain the support your company can offer to those vulnerable customers, giving people reasons to re-engage with you in order to find debt solutions.
This personal approach to debt counseling builds trust, helps people better manage debts and improves outcomes for all parties.
Why ReachOut
At Sigma, we do things differently, and ReachOut provides customers who are struggling to pay with a real lifeline of support, raising awareness of initiatives both within your organization and with external charities that are available to help them. Our Pathfinders can even warm transfer customers back to you to discuss this support further, helping to re-build the relationship between your company and your customer by remaining relatable and accessible.
Typical results
 |
15% to 25% |
 |
2 in 3 |
 |
1 in 4 |
 |
1 in 20 |
How do we do it?
Engage
Contact gained through a 14 day proactive campaign (cloud-letter, white-mail, SMS and dialer)
Explore
Conversations initially focus on understanding each customer’s individual circumstances
Share
Once we have a clear picture, information is shared on relevant sources of free advice and support
Empower
We help the customer create their own plan to better manage their debt (or other life challenges)
Promote
Trust enables us to clearly land key information about the amazing support on offer from the initiating client
Connect
Finally (if appropriate) we gently facilitate contact back to the initiating client (warm transfer)
We guide people to a range of independent charities and third-sector organizations, offering everything from debt help and advice to crisis support and improved wellbeing.
You can get in touch with us right here on our website – just fill out our handy contact form and a member of our friendly team will get back to you as soon as possible to discuss the next steps.