Life changing conversations with customers in debt

In this episode of the MALG podcast, host Helen Gill of Engage Comms introduces Jonathan Shaw, Partnerships Manager for Sigma Connected Group’s ReachOut service. ReachOut, a problem debt engagement solution, was designed by the outsourced customer experience solutions provider to address the dual challenge of low engagement and low awareness of available support.

When their creditor clients are unable to contact customers with debts, Sigma Connected can offer ReachOut as a confidential and impartial service – one that isn’t there to (and can’t) collect debt. Its supportive and empathetic Pathfinders can speak with vulnerable customers where creditors can’t, creating a safe environment for sensitive disclosures. After exploring reasons for non-payment and understanding the challenges faced by customers, they can then be directed to the support services they need. They say that this personal approach to engaging customers builds trust, helps people better manage debts, and improves outcomes for all parties.

Jonathan is passionate about tackling problem debt and loves to see the change that can be brought about when different organisations across multiple sectors take a collaborative approach. He started his career as a debt adviser at Christians Against Poverty or CAP – so knows what it’s like to be on the frontline. He worked his way up to Creditor Relationship Manager before joining Sigma Connected Group to lead on the ReachOut programme in January 2023. He has been described by a former colleague as a “generous collaborator, impactful communicator and creative innovator.”

In this podcast, he talks to MALG CEO Bob Winnington about some of the innovative projects he has worked on, forging partnerships that have delivered solutions including supporting residents with council tax arrears before their debts escalate to enforcement and encouraging pension credit take up. They’ll discuss why the type of human-centred support that ReachOut provides could and should never be fully replaced by AI.