Nicole Toussaint, Author at Auriemma Group

About Nicole Toussaint

Nicole is a Manager of Industry Roundtables at Auriemma Group. Her writing highlights insights from Auriemma’s roundtable meetings, KPI benchmarking, and industry surveys.

Topics include: UK financial services regulations, collections, customer service, complaints, fraud, disputes, operational oversight and more.

Entries by Nicole Toussaint

Regulation, Roundtables, Tools and Servicing, UK

Challenging Transition Ahead for Lenders as HMT Breathing Space and Payment-Holiday Conclusions Near

(London, UK) Collections Departments faced unprecedented challenges throughout the COVID-19 pandemic, from embracing remote working to managing significant payment holiday volumes. And now, they must take action on HMT Breathing Space while transitioning from payment holidays. Auriemma Group’s Collections and Recoveries Roundtable has been discussing these events and their corresponding strategies amongst the UK’s top […]

May 3, 2021/by Nicole Toussaint

Borrowing, Roundtables, UK

Rethinking Debt Collections: Give Up Outbound Dialling & Pick Up Digital Channels

(LONDON) – The debt collections space in the U.K. is ripe for disruption: As outbound dialling performance yields decreasing returns, lenders have an opportunity to explore other contact strategies. Over the last 18 months, core dialler performance metrics have deteriorated, according to Auriemma Roundtables data. A key indicator, right-party contact (RPC) rate, fell from 2.5% […]

May 29, 2019/by Nicole Toussaint