Intrum wins award for customer service excellence

Credit management firm Intrum UK last week won the award for Best Customer Service Provider at the annual Collections & Customer Service Awards.

The company has won the award for the last three years – since it was introduced at the Manchester event.

The independently-judged scheme is the twelfth annual collections awards run by publication Credit Strategy. It recognises and rewards industry excellence in collections, particularly when it comes to the treatment of customers.

Intrum continually strives to improve working practices by listening to customers and employees to gain valuable insights that improve customer service. The company has achieved the highest rating, Gold, in its Investors in Customers accreditation for five consecutive years, improving its Net Promoter Score year on year to reach +62% in 2018.

Speech analytics technology, suicide prevention training, chatbot and interactive picture messaging are among the innovations used by Intrum in customer communications. Agents go above and beyond in customer service and independent focus groups are used to gather qualitative feedback.

One customer said: “You cannot improve on perfection. Today and last week I found both young men to be very helpful, understanding and courteous. I had been afraid of getting in touch but if I ever hear of anyone being in the same pickle as I was, I would encourage them to phone as it gives you peace of mind after doing so. Thank you so very much.”

Intrum UK MD Eddie Nott said he was delighted that the company’s continued efforts have been recognised. “Excellent customer service is an integral part of our business and our staff are exceptionally skilled in helping people in financial difficulties improve their situation and make progress towards their debt free day. This award is testament to the team’s hard work and we will continue to strive to deliver further innovation.”

For further information, please contact:

Heather Greig-Smith

Phone: + 44 (0) 7946 609928

E-mail: heather@hgsmedia.co.uk

Ian Davies, Client & Sales Director

Phone: + 44 (0)7960 580 747

Email: ian.davies@intrum.com