Research, points of view and case studies

All articles

• Blog · Local government

  Using data to improve council tax collections

  Council tax has historically enjoyed a high collection rate - in 2019/20 it was 96.8% [1].

  24 November 2022 · 4 minute read

  SCSteve Coppard, Director of Debt Policy and Strategy

• Blog · Regulatory change

  Comparing Australian, New Zealand and UK problem debt solutions

  When it comes to resolving problem debt, how does the UK compare to other players in the global market?

  2 November 2022 · 5 minute read

  SCSteve Coppard, Director of Debt Policy and Strategy

• Blog · Energy

  Why energy retailers should move from legacy to digital

  It's no understatement that energy customers are currently going through unprecedented and challenging times due to significant rises in market prices.

  13 October 2022 · 3 minute read

  NANazaqat Ali

• Blog · Central government

  A tale of two policies: Australia's OCI and HMRC-Concentrix

  Australia's Robodebt scheme and the UK's HMRC-Concentrix contract share striking hallmarks. What both say about specialist expertise in policy design.

  6 October 2022 · 4 minute read

  SCSteve Coppard, Director of Debt Policy and Strategy

• Blog · Regulatory change

  5 things to know about the statutory debt repayment plan

  The government is consulting on the Statutory Debt Repayment Plan, a new debt solution focused on repayment rather than relief. Five things to know.

  21 July 2022 · 3 minute read

  SCSteve Coppard, Director of Debt Policy and Strategy

• Blog · Macro economics

  How income maximisers can decrease problem debt

  The cost of living dominates the airwaves. Income maximisation can cut problem debt before it starts. Here is how it works in collections.

  19 May 2022 · 3 minute read

  aarum

• Blog · Regulatory change

  How to ensure you're compliant with the new FCA Consumer Duty

  Arrears have held steady so far, but cost of living pressures will change that. How to make sure your collections operation is ready for the Consumer Duty.

  27 April 2022 · 4 minute read

  aarum

• Blog · Macro economics

  'Historic shock' to incomes: how should collections respond?

  "This really is an historic shock to real incomes. The shock from energy prices this year will be larger than every single year in the 1970s."

  30 March 2022 · 5 minute read

  aarum

• Blog · arum news

  Building the right customer journey within collections

  Effective customer journeys let people pay easily and reach the right support quickly. How to design them within a collections operation.

  16 March 2022 · 2 minute read

  aarum

• Blog · arum news

  Why training your collections teams has never been so important

  As we continue to live with the COVID pandemic, recent press coverage indicates that the government is considering plans to remove some of the restrictions.

  20 January 2022 · 3 minute read

  aarum

• Blog · Digital and AI

  10 things to consider when changing your collections platform

  Investing in a new collections and recoveries platform is one of the most important decisions that an organisation can make and will have to live with for many years.

  22 November 2021 · 5 minute read

  Matt Riddall, SVP Group Client Solutions

• Blog · Energy

  What has fuelled the energy crisis? And what can energy firms do next?

  In a recent blog, I took a look at the issues caused by the current energy crisis and how they are impacting collections.

  5 October 2021 · 5 minute read

  Stephen Wright, Sales Director

• Blog · Energy

  Weathering the energy 'perfect storm'

  The energy crisis is a combination of structural industry challenges and macroeconomic shocks. What it means for collections, and how suppliers can respond.

  29 September 2021 · 4 minute read

  Stephen Wright, Sales Director

• Blog · Macro economics

  Accessing salary as it is earned

  Revolut's Payday lets customers draw up to half their monthly wages as they are earned. What earned salary access could mean for arrears and collections.

  26 August 2021 · 3 minute read

  aarum

• Blog · Banking

  Using Open Banking to achieve frictionless collections payments

  Customers want to make payments quickly and get on with their day like it never happened - apologies, we're not that important to them!

  1 August 2021 · 3 minute read

  Matt Riddall, SVP Group Client Solutions

• Blog · Digital and AI

  How to build the business case for digital collections

  Are your digital dreams being held back by the struggle to make a business case? How exactly do you calculate the ROI to support the case for the investment needed?

  27 July 2021 · 3 minute read

  Matt Riddall, SVP Group Client Solutions

• Blog · Digital and AI

  How SMS chat can increase self-service payments within collections

  Do not underestimate the humble SMS. Used as a conversational payment channel it shifts more customers to self-service than most digital projects manage.

  8 July 2021 · 4 minute read

  Matt Riddall, SVP Group Client Solutions

• Blog · DCA and BPO

  The role of intermediaries in the debt industry

  Intermediaries in the debt industry attract suspicion about the value they add and who pays for it. A clear look at what they deliver and at what cost.

  3 June 2021 · 5 minute read

  aarum

• Blog · Digital and AI

  Digital UX in collections: how much does it matter? (A lot)

  When you think about the 100,000 customers sitting in your collections streams, what are their basic needs?

  20 May 2021 · 5 minute read

  RRRussell Robinson, Principal Consultant

• Blog · arum news

  What's the future of office-based work post-COVID?

  Just over fourteen months ago, offices were closed for the first time and, where possible, businesses had to change to a work from home structure.

  6 May 2021 · 5 minute read

  aarum

• Blog · Digital and AI

  Is your organisation using the right collections software?

  A collections system is workflow and decisioning across the whole customer journey. How to tell whether yours is the right software for your operation.

  8 April 2021 · 5 minute read

  Matt Riddall, SVP Group Client Solutions

• Blog · arum news

  Ensuring your brand is protected during times of instability

  Just over a year ago, we were all beginning to understand the impact COVID-19 was going to have on our lives.

  18 March 2021 · 7 minute read

  aarum

• Blog · Regulatory change

  FCA Financial Lives Survey 2020: what about the credit industry?

  The FCA released their annual Financial Lives Survey on 11 February, engaging with over 16,000 respondents through over 1,300 questions.

  4 March 2021 · 5 minute read

  aarum

• Blog · Regulatory change

  How to ensure vulnerable customers experience the right outcomes

  There is an expectation that the pandemic will result in significant increases in consumers impacted by issues relating to vulnerability.

  18 February 2021 · 5 minute read

  aarum