Contact strategies in collections

Contact strategies in collections: What works in 2025?

Customer engagement isn’t just a channel challenge - it’s a strategy one. The 2024 Global Collections Survey from RO-AR.com, sponsored by EXUS, underscores how organisations are rethinking communication to improve collections outcomes.

Despite growing digital maturity, telephony remains the dominant contact method across the industry. However, digital channels like messaging apps and SMS are gaining traction - and those embracing a multichannel approach are seeing improved results.

                                                                      Most effective channels 

What’s working best for customer engagement?

The survey’s findings point to a combination of personalisation, clarity, and timing as key to boosting response rates and improving repayment outcomes:

• Email leads on effectiveness: With a 10–14% hit rate, email was reported as the top-performing contact channel. But performance improves when email is combined with voice, SMS, and app-based messaging.
• Personalisation boosts responses: Tailoring messages to customers' preferred channels and financial circumstances increases engagement.
• Brevity wins: Short, clear messages with strong calls to action are more likely to prompt repayment action.
• AI-powered chat still evolving: While some organisations are testing AI engagement tools, there’s still a strong preference for human interaction - especially for complex or sensitive conversations.
• Proactive outreach pays off: Reaching out early with tailored payment options results in better outcomes than waiting for default. Early- and late-stage arrears require different strategies—and different tones.

The path forward: Strategy over channel 

As customer expectations evolve, it’s not just about going digital - it’s about going smarter. Multichannel approaches must be paired with the right message, the right timing, and the right level of human support.

How EXUS empowers intelligent engagement

At EXUS, our platform is built to help clients engage customers more effectively by enabling:

• Omnichannel outreach across SMS, voice, email, and more
• AI-enhanced workflows with human oversight
• Personalised, rules-based messaging by arrears stage
• Automated segmentation and smart contact scheduling

Our tools make it easier to connect with customers—and help them stay on track.

Download the 2025 Global Collections & Recoveries Report to explore more strategies for engagement success.