The Digital DRA Partners with TCN to Enhance Service for Vulnerable Customers

The Digital DRA , a pioneering debt resolution agency known for its innovative use of digital contact channels, has announced an exciting new partnership with TCN , a leading cloud contact center platform. This collaboration aims to further enhance The Digital DRA's service offerings, ensuring that they can effectively support all customers, including those who are unable to self-serve or utilise digital contact methods.

The Digital DRA has excelled in leveraging modern communication tools such as webchat, email, SMS, and WhatsApp to assist clients with debt resolution. These channels have allowed the agency to provide efficient, accessible, and flexible services tailored to the needs of their customers. However, recognising the necessity to support a broader demographic, including vulnerable customers who may not have access to or be comfortable with digital communication, The Digital DRA is enhancing its approach.

Vulnerable customers, including those without internet access or those who prefer voice communication, have always had the option to speak over the phone with one of The Digital DRA’s Resolution Agents. However, by seamlessly integrating TCN’s cloud-based system, the customer journey will be significantly improved, allowing for more efficient management and response to inquiries, reducing wait times, and enhancing overall customer satisfaction.

"This partnership with TCN marks a significant step forward in our efforts to provide inclusive and effective debt resolution services especially for the most vulnerable", said Tom Hill , Operations Director at The Digital DRA. " Telephone conversations account for roughly 1% of all our interactions. Since we use voice primarily in exceptional cases to support our digital strategies, TCN's low barrier to entry and flexible pay-as-you-go model was particularly appealing to us”.

TCN's cloud-based system seamlessly integrates with The Digital DRA's existing digital channels, providing a unified approach to customer service and ensuring a smooth transition between different modes of communication.

Spencer Taylor , Head of Operations for UK & Eire, said: "Even though just 1% of The Digital DRA's customer base require a phone call, TCN's platform doesn't have a minimum?user or usage amount and doesn't come with heavy?set-up fees, which can make many platforms cost prohibitive for some.

"Whatever the business size, we democratise the solution and can get enterprises onto a dialler at an early stage in their growth cycle, enabling them to use the same tech as bigger companies at a very affordable cost. Companies like The Digital DRA who need the technology for just a small percentage of their client base and by just one or two agents can also still benefit. With The Digital DRA we were able to implement in just a matter of days. We are delighted that we were the right fit and will be working together."

The partnership allows The Digital DRA to maintain its commitment to innovative digital solutions while simultaneously expanding its ability to provide comprehensive, compassionate support to all customers, regardless of their preferred contact method.

Together, they are setting a new standard in the debt resolution industry, showcasing that innovation is essential in today’s fast-paced digital landscape.

About The Digital DRA

The Digital DRA is leading the way as the UK's first FCA authorised debt resolution agency with a modern and innovative approach. Our focus is on helping individuals resolve their overdue accounts, and we strive to move away from the negative connotations associated with traditional debt ‘collection’ methods. By utilising digital communication channels and cutting-edge technology, we help simplify the process and make it as convenient as possible for customers- www.digitaldra.co.uk

About TCN, Inc.

TCN is a global leader in cloud-based contact centre solutions for accounts receivable management (ARM), healthcare providers, enterprises, contact centres and BPOs. TCN’s comprehensive suite includes omnichannel solutions, automation, predictive dialers, IVR, Click2Pay, compliance solutions and real-time analytics, driving operational efficiency and customer satisfaction.

TCN promises immediate access to the latest TCN Operator platform, facilitating seamless scalability. With a commitment to excellence and a dedication to meet evolving business needs from start to finish through industry-leading customer service, TCN continues to redefine the contact centre landscape. For further details, visit www.tcn.com.