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Cost-of-living pressures accelerate many pre-existing issues for tenants and social housing providers alike. To truly support those households that need you most while reducing your arrears, your income teams need to prioritise cases based on risk – an almost impossible task with limited resources and manual systems.
That’s why we created Voicescape Caseload Manager: our award-winning solution that marks a major step change in the intelligent automation of arrears caseload management. Let’s take a look at how it works and how it will benefit social housing providers like you…
What is Voicescape Caseload Manager?
Caseload Manager enables you to make personalised, automated interventions that are more likely to achieve the optimum outcome for you and your tenants.
With this risk-based approach to arrears management, income officers can make personalised interventions that are more likely to succeed.
How does it work?
Caseload Manager leverages Artificial Intelligence (AI) and Machine Learning (ML) to analyse and predict tenant behaviours. It intelligently recommends whether individual cases should be flagged for manual review, managed through automated communications, or left to progress as planned without communication. By reducing the volume of cases requiring review, officer capacity is significantly improved, while tailored engagement strategies help boost tenant responsiveness and increase income collection. This means your officers have more time to focus on tenants who truly require human intervention to help them with their arrears situation.
It also provides a holistic view of debt, covering current tenant arrears and former tenant arrears as well as sub-accounts. This means that all tenant arrears are in one place for both operational and strategic income collection. Meanwhile, the AI element assesses risk to manage interventions based on previous positive impact and responses.
This means that the right message is sent at the right time, via the most impactful content method.
What is AI and ML?
Voicescape leverages intelligent technologies to build easy-to-use solutions. When transitioning from traditional ways of working, it can be helpful to understand the meaning and potential application of these technologies:
- Artificial intelligence – The method of teaching computers to perform complex tasks and cognitive functions as humans do, such as personalising interactions and problem-solving. AI has the capability to automate manual or repetitive tasks, enhancing highly skilled human interventions and reducing costs.
- Machine learning – A subfield of AI in which a computer continually learns from self-improvement and past experiences, again imitating complex human behaviour. In this respect, ML can help social housing providers solve complex commercial problems and improve mission effectiveness through evidence-based decisions.
What does Voicescape Caseload Manager’s technology do?
This unique combination of technologies is capable of transforming your arrears management process and boosting income collection. Once implemented, you’ll be able to:
- Automate those interventions known to produce the optimal outcome, such as targeted voice calls
- ‘Take no action’ for low-risk cases where the arrears case will progress on its own
- Access a sophisticated dashboard with rich visualisations to accelerate case diagnostics and decision-making when manual intervention is necessary
How will it benefit you?
Caseload Manager makes the most effective use of your existing resources for debt management and recovery. This enables you to recover more debt at a lower cost-per-collection and with an improved experience for both your residents and officers.
By intelligently profiling risk before taking action, Caseload Manager empowers you to:
- Determine the best channel, message and timing for each individual resident
- Maximise resident engagement by sending the right message at the right time
- Automate and personalise every single action that doesn’t require manual attention
- Drastically free up officer time to focus on residents who require the most support
- Improve officer efficiency by bringing data and insights into a single dashboard
- Reduce the creation of new caseload and active cases
Whether you’re a housing association striving to increase engagement with tenants who need you most or a local authority trying to reduce pressure on your frontline teams, Caseload Manager can be leveraged and adapted to meet your needs.
“I use this time [that Voicescape Caseload Manager saves] to really drill into the details around some of the higher balances and high-risk cases. I also have more time for quality manual interventions, such as completing discretionary housing payments for tenants, making referrals, and providing support to people who really need it. It also frees me up to deal with other priority tasks outside of debt recovery, such as allocations and anti-social behaviour. In a housing role, any time is precious time.”
– Callum O'Reilly, (Housing Services Coordinator) at Thirteen Group
Take the first step to streamlined arrears management
Your income officers should be empowered to do what they do best: supporting tenants and residents to better manage their arrears, and driving collections. Unmanageable caseloads get in the way of this, obscuring your view of the households that need you most. So, if you have one objective this year, make it to waste no more time on manual tasks – especially those that prevent you from supporting your communities.
Download our product brochure to discover how Voicescape Caseload Manager will revolutionise the way you view and manage arrears.