---
title: Contact strategies in collections
description: Our survey shows how organisations are rethinking communication to improve collections outcomes.
---

[Exus Blog ](https://www.exus.co.uk/blog)

# [Contact strategies in collections](https://www.exus.co.uk/blog/contact-strategies-in-collections)

 Written by [Huw Vaughan](https://www.exus.co.uk/blog/author/huw-vaughan) | Jun 19, 2025 10:44:14 AM

 

**   **

**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](https://www.ro-ar.com/ro-ar-latest-content/), 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.**](https://www.exus.co.uk/key-insights-for-global-collections-recoveries)

[View full post](https://www.exus.co.uk/blog/contact-strategies-in-collections)

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