Automate outbound engagement

Drive inbound calls from residents wanting to discuss a solution.

Maximise revenue

Recover lost income while giving officers more time to focus on quality conversations.

Drive efficiencies

Replace inefficient parts of the process with more cost-effective alternatives.

Trusted by the sector

Why Collections?

Automate outbound multi-channel engagement to residents, at a mass or campaign level.

Engage residents earlier and more easily, with behavioural science backed messaging.

Initiate action from your resident base, via self-serve or inbound activities.

Voicescape Collections will take the pressure off your Revenues & Benefits teams by replacing manual tasks with automation, whilst improving collection rates and the council-resident relationship. Officers will have increased capacity to focus on more meaningful work, such as supporting vulnerable residents.

Our solution can work across a range of debt types, including Council Tax collection, Business Rates, Aged Debt, Adult Social Care, or for a campaign of your choosing. An additional benefit from digitising these campaigns, is a reduction in postage costs.

Automated Engagement

Automate outbound engagement to tenants who require contact

Automate Tasks

Automate the numerous tasks required to achieve contact including voicemails and SMS texts

Facilitate

Facilitate engagement with customers by providing self-serve options

Receive

Receive live results of calling activity in your dashboard

Transfer

Provide self-serve options for residents or transfer live calls to your team at a manageable level. The system can be designed to suit your organisations needs.

The system was incredibly easy to set up, and the support from Voicescape was excellent. It gave us confidence right away.

Richard Moore
Revenues Manager at Rugby Borough Council
Read Case Study >

Voicescape aligns perfectly with our digital agenda. It continues to enhance our collection processes, resident satisfaction, and overall operational efficiency.

Christoper Stuart
Head of Exchequer at Tameside Council
Read Case Study >

Before Voicescape, you’d find us going through our records, manually calling them one by one – maybe speaking to five people a day, if that. We’ve been really impressed with how well the service has dealt with the conversations.

Lewis Scott
Team Leader at Middlesbrough Council
Read Case Study >

Success Story

Transforming Council Tax Collection at Tameside Council

Tameside Metropolitan Borough Council aimed to transform its Council Tax collections process by improving early resident engagement, streamlining communications, and reducing unnecessary administrative workload. Facing challenges around resident anxiety, inefficient manual processes, and rising costs associated with traditional communications methods, the team at Tameside turned to Voicescape’s automated Collections solution.

37,000

automated calls enhancing early-stage engagement

£849K

Collected following automated campaigns

EngageConfigurable solution designed to deliver powerful results. Transform any costly and ineffective outbound calling activity into productive inbound calls or actionable insights. Landlords are increasing using this technology to manage and monitor current and historic damp and mould cases or helping you to reach TSM targets.

View Solution

Engage Configurable solution designed to deliver powerful results. Transform any costly and ineffective outbound calling activity into productive inbound calls or actionable insights. Landlords are increasing using this technology to manage and monitor current and historic damp and mould cases or helping you to reach TSM targets.

View Solution

Frequently asked questions

What type of onboarding and customer support is included with this service?

We know that the customer on-boarding process is particularly important to making sure you get the best results from using Voicescape. Our On-boarding Team will therefore guide you through the product to get you started, at which point your dedicated Customer Success Manger will take over the relationship to maintain continuity of service but also ensure you are achieving your goals.

Does this work for Local Authority Revs & Bens Collections?

Yes. Voicescape Collections has been successfully deployed within local authorities' revenues and benefits departments.

Will Voicescape’s software scale with my business as my housing stock grows?

The beauty of Voicescape’s ‘Software as a Service’ model is that it can be scaled to suit your ongoing business requirements. You will be assigned a Customer Success Manager and Account Manager for the lifetime of the service, so you will have the assurance that we will be on hand to help you make the most of Voicescape to meet your ongoing challenges.

Can I configure my software to my unique business challenges?

The Voicescape system is highly configurable to meet the demands of different bespoke use cases, campaigns and target customers. It can also be configured to flex with your internal available call handling resource. Speak to us to learn more about the system’s capabilities.

Are you on GCloud procurement framework?

Yes. Public sector bodies have been successfully procuring Voicescape solutions since 2010. This makes it quicker and usually cheaper for your procurement team to purchase Voicescape services, and provides you with the secure knowledge that you will be getting the best-in-class digital solution available via a more cost effective, fully transparent and legally compliant pre-tendered procurement framework.

References: who else is using Voicescape’s technology, and can I get references?

We are able to provide you longstanding reference upon request from leading UK public sector organisation clients and financial institutions … just ask us and we’ll be happy to provide.

Collections

Collect rent arrears with ease

Whether it’s CTA or FTA, utilise automation to encourage customers to get in touch with you and release your income team’s capacity so they can work on the most complex cases.

From outbound to inbound

Outbound calls are time-intensive and unproductive. Build trust through technology so customers reach out to you.

Tailor your services

By investing in customer relationships, you can better understand their challenges and find solutions that best suit their needs.

Do more with less

Automating manual processes gives your team back valuable time to engage effectively with more of their caseload.

Learn more about collections

Caseload Manager

A major step change in the intelligent automation of arrears caseload management

Make personalised, automated interventions that are more likely to achieve the optimum outcome for you and your residents.

Predict behaviours

Ingest and analyse all your resident data and identify risks

Automate interventions

Intelligently route interventions where cases can be handled automatically

Maximise engagement

Drive optimal engagement with every resident, every time!

Learn more about caseload manager

Compliance

Supercharge your inspection and compliance regime

Utilise digital technology to meet your property maintenance statutory obligations. Book, confirm and reschedule appointments effortlessly with an automated solution that drives efficiency.

Increase compliance visit bookings

Engage tenants who due are gas and electrical safety visits, appointments and inspections and drive up compliance visit bookings by 250%.

Create an audit trail

Easily refer back to a comprehensive audit trail that outlines each engagement attempt

Cut costs

Remove the cost of sending letters to book, confirm and reschedule appointments and reduce ‘no-access’ visits.

Learn more about compliance

Feedback

Get a clearer picture of how tenants feel

Ask customers for feedback at the point of service delivery. Solve problems quickly, satisfy customers and strengthen relationships across the board.

Make data-driven service improvements

Collate feedback and use it to make decisions that make a noticeable difference to tenants.

Track performance

Send instant surveys, set targets and track KPIs so you know exactly how your tenants think you’re performing.

Free up resources

Give your customer service team resources and time back to focus their efforts where it really matters.

Learn more about feedback

Engage

Easily run campaigns with multiple use cases

Roll out ad-hoc campaigns to capture feedback and establish non-transactional engagement, such as tenant welfare, using your existing resources.

Establish welfare

Identify tenants most in need of support

Manage campaigns

Run campaigns with multiple use cases

Gain feedback

Provide options for conversation and feedback

Learn more about engage

Wellbeing

Technology that assists independent living

Automate daily welfare checks and free your sheltered housing teams to engage residents with the greatest need.

Allocate resources effectively

Easily identify the people who are most in need of support and allocate your resources accordingly.

Give residents control

There’s no need for residents to wait by the phone for a daily call. Give them the freedom to choose how and when to be contacted.

Build good relationships

This freedom will lead to more sustainable, positive relationships with residents, making future engagements quick and painless.

Learn more about wellbeing

We’ll help you…

Connect with your communities, strengthen relationships and build sustainable tenancies.

Create a culture of innovation based on a people-centred approach

Reach the right people — at the right time — with the right message

Award winning services

Simple and streamlined integrations

Voicescape’s product stack is developed to work with all popular technologies to make setup seamless. Whatever housing management, asset management, predictive analytics or telephony systems in the ecosystem you already have, Voicescape arrives with the ability to share information between platforms.

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