We provide market updates on important issues to key figures in the industry on different topics, but all related to our activities throughout Europe. We cover hot news stories and give our honest opinion on developments, threats and opportunities.
Our articles can be in the form of e-shots, ‘white papers’ or social media commentary, but we will not comment on trivial matters – you will not see us commenting on what type of coffee we are drinking whilst waiting for a train! You can catch up on our previous commentaries by looking at the archive below.
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A regular theme in conversations with our clients, both Rockstead and Yabber’s, is the true cost of non-compliance. We make no excuse for banging on about it – too often we learn that the first functions to be axed as part of a cost-cutting exercise are risk and compliance. Firms who focus on such programmes […]
With the announcement that the payment holiday scheme is being extended for a further 3 months, with 1.8 million borrowers already having taken that option, it is now clear that number will increase significantly. We estimate that up to 30% of borrowers will take at least a 3 month payment break, as some that did […]
Our clients have identified three major issues right now: Increased volumes without proper resources in place Our solution Staffing Services Staff working from home receiving and making calls Our solution Yabber Remote Quality control and compliance teams working remotely as well Our solution Yabber Managed Service We are still open and here to help you […]
Volumes of calls into contact centres are reported to have increased 700% across a number of industries, but particularly in the mortgage sector where lenders have seen requests for payment holidays climb dramatically. One lender reports that it has already seen requests for postponement of payment from around 20% of its mortgage customers. It is […]
In the current climate, it is not surprising that contact centre staff are being sent home. Traditionally working in close proximity to each other to generate positive sales or service environments, companies have had to adapt to the changes in working patterns enforced on them by COVID 19, by shutting contact centres down for now. […]
Business managers globally are facing the dilemma of trying to decide if their business is ‘essential’ or not and whether they should stay open or not. At the same time firms, whichever country they are based in, have to consider how they protect their staff and customers and, if it is even possible to deliver […]
Over the last 12 months the loan based P2P industry has seen substantial change – partly driven by the many high-profile platform failures, coupled with the resulting contagion in the industry, and also partly due to increased regulatory scrutiny. The latter was described as a watershed moment for the industry and it is fair to […]
We are very wary of random statistics predicting annual market outturns, especially at the start of a year, but the early 2020 signs indicate that pent-up demand might finally be released. So why are we feeling positive at this time? Firstly, in respect of lending, UK Finance has reported that December 2019 lending saw an […]