How telecoms can support customers with mental health problems and arrears

Money and Mental Health Policy Institute recently published new research and best practice guides on how telecoms can support customers with mental health problems and reduce further harm from certain debt collection practices. The research aligns with TellJO’s own findings and mission to support customers in arrears by helping companies to identify and understand their customers’ situations.  

What are the key takeaways?

Getting the basics right can have a big impact

When aiming to improve customer support, look first at the basics of communication preferences and contact team awareness.

• Proactively gather communications preferences.
• Ensure collections staff understand different mental health problems and can empathise with customers without reinforcing the feelings of shame, guilt or embarrassment that many lived experience experts describe.

Communication is key

Living with debt can be all consuming. There’s a big opportunity where telecoms can support customers with mental health problems. TellJO was created in 2017 after founder, Dominic, saw the extent of multiple collections letters was having on people’s wellbeing. The latest research shows that this is still being experienced by many customers.

• Understand that your company’s communications may be one of many being received by the customer (over 1 million people are in debt to their energy, water and telecoms suppliers) and limit the number and frequency of collections letters.
• Aid customers by sending separate, stand-alone, support communications and suggested referrals to support services.
• Ensure communication is accessible and available on multiple channels.

Making debt affordable is in everyone’s interest

TellJO has long campaigned that finding a way for debt to be affordably cleared is better for both the customer and the supplier. Escalating a customer who can’t afford to pay to third-party collections can increase debt and cause more harm. Harm to customers, but also to business reputation and trust, something that’s very hard to get back once it’s lost.

• Proactively move customers to affordable rates or tariffs.
• Consider repayment matching or grant and discount schemes for those who enter repayments.
• Use proper repayment frameworks and income/expenditure to guide repayment rates.

Where TellJO can help?

Identifying your customers with mental health problems is key. Digital wellbeing checks allow customers to self-disclose without having to pick up the phone and have a difficult conversation. You can see the key conditions people are struggling with to ensure your teams are trained in these conditions.

As a third-party (and a trusted B Corp) we can re-open a customer’s communication with a supplier they’re in debt to. Through delivering personalised signposts to support services with the option of an affordable repayment plan.

With the consent-given data on a customer’s situation – current mental health, physical health, wider debts, addiction, recent bereavement, etc. the supplier can make informed and responsible decisions on next steps.

We’ve delivered up to 1900% ROI for utilities suppliers through increased arrears repayments. After completing a wellbeing check users feel on average 8.6 out of 10 better.

See what we could do for you. Email [email protected] or contact us here.