Segment Customer Data
Targeting resource according to clearly identified customer and tenant segments enables social landlords to manage resources and tailor services to specific customer needs. Our approach creates an arrears risk profile based on analysis, existing payment patterns and escalation data.
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Behavioural segmentation helps successful early intervention
Voicescape worked with Salix Homes to redesign its approach to early intervention, based on behavioural segmentation. This work freed up significant officer resource that is now being used to address more severe Universal Credit cases.
Profile risk
Quantifying the impact of Universal Credit and identifying customers most at risk enables social landlords to clearly prioritise resources. We use a diagnostic and monitoring tool to profile the financial and social risk Universal Credit poses.
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POBL Group as an early adopter
As an early adopter of UC Real, the POBL Group in South Wales is using the business intelligence we deliver to re-design services and trial specific interventions.
Understand customers
Understanding customers or tenants can help influence behaviour. Voicescape apply rigorous analytics alongside tenant engagement workshops to establish the key drivers in payment and arrears behaviour.
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Flagship Group redesign income collection
Norwich-based Flagship Group is applying our approach to key redesign elements of the income collection service. Voicescape ran a series of co-creation workshops with priority customer segments and a number of randomised control trials to establish which approaches are most effective. The evidence built from this work is now being used as the foundation for officer training programmes based on behavioural insights principles.
Predict behaviours and prescribe action
Predictive analytics and artificial intelligence are the future for all organisations. Voicescape are marrying leading-edge modelling techniques with our established technology to build tools that pre-empt customer behaviours and make evidence-based recommendations for how to influence them.
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Putting predictive technology at the heart of income collection
Voicescape are working with a large provider in the North to place predictive technology at the heart of a root-and-branch redesign of the income collection service. A suite of self-learning statistical models will drive key escalation decisions based on the risk that each case represents. By only intervening when necessary and automating intervention where appropriate, officer time is freed up to focus on more severe or complex cases.
Measure what works best
Rigorous evaluation of processes is central to evidence-based practice. Voicescape have designed, delivered and analysed over 30 randomised controlled trials (RCTs) over the last 3 years to help landlords understand what works, to what extent and with whom.
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Effective measurement increased rent payments
Using behavioural insights, we developed a range of interventions to address low-level arrears for Jigsaw Homes Group. Testing the impact of these interventions through a randomised control trial (RCT), we found that adding one extra sentence to a letter resulted in an 8% increase in payment rates. Drop us a line if you’d like to know what that sentence was.