The leadership of kindness: Six empathic tactics for telecoms collections teams

In January 2022, research from debt charity StepChange revealed that the number of people finding it hard to keep up with bills and credit commitments has doubled since the start of the pandemic, and that one in three UK households is now struggling. The report reveals that 6.4 million adults are feeling the pressure of debt and that this has negatively impacted health, relationships and the ability to work.In addition, 15 million people in the UK are worried about paying the rising energy cost