ROAR Insights.

AI Voice Agents in Debt Collections – 2025

An updated summary of the use of Voice AI Agents within the arrears management and collections process. Currently a hot topic, the briefing covers some of the major considerations when looking at this sector. Executive Summary Artificial‑intelligence (AI) voice agents are reshaping UK debt‑collection operations. Early adopters report operating‑cost reductions of up to 40 percent and recovery uplifts of 10–80 percent, while maintaining or improving customer satisfaction. Voice‑driven automation now covers high‑volume, low‑complexity interactions—reminders, identification, payment capture—freeing human agents for complex negotiations and… Read more

Customers in Arrears: Australian and UK Legislation – A Comparison – 2025

An updated summary and comparison of regulations and constraints for arrears management, in financial institutions in Australia and the UK. Some very similar themes, albeit with some differences in areas of specific thresholds for calls. Introduction In Australia, a framework of laws, regulatory guidelines, and industry codes governs debt collection and arrears management in banking. These rules aim to ensure fair treatment of customers, protect privacy, and set standards for communications and data handling. This paper summarizes key Australian legislation… Read more

Insights ¦ Firms’ treatment of customers in vulnerable circumstances – review

Published by: Financial Conduct Authority (FCA) Search for original: Link Key Take Aways There is a recognised need to support customers in vulnerable circumstances, given their susceptibility to harm and diverse needs. The FCA conducted a comprehensive review evaluating firms’ actions, outcomes for customers, and the relevance of existing guidance under the Consumer Duty. Many firms demonstrate positive practices and exhibit increased awareness, culture change, and tailored support towards vulnerable customers. Consumer research indicates that, despite improvements, consumers in vulnerable… Read more

Insights ¦ FCA Consumer Support

Published by: FCA Search for original: Link Key Take Aways Most firms are proactively considering customer needs, deploying effective frameworks that tailor support and monitor outcomes. Personalisation and understanding of customer characteristics, including vulnerability and language proficiency, are vital in designing customer support. Digital support channels are enhanced to lead to better outcomes, with some firms integrating automated tools and signposting to improve accessibility. Common areas for improvement include aligning support processes with target markets and ensuring post-sale support is… Read more

Insights ¦ Plain Numbers in Practice

Published by: plainnumbers.org.uk Search for original: Link Key Take Aways The Plain Numbers Approach has demonstrated a doubling of customer understanding across five independent randomised controlled trials since initial trials in July 2021. More than thirty market-leading organisations are now supporting the incorporation of the Plain Numbers Approach into their customer communications. The approach is built on behavioural science, psychological insights, and adult numeracy support, aiming to enhance communication clarity. The partnership model involves a minimum of three years, providing… Read more

Insights ¦ Building operational resilience: Feedback to CP19/32 and final rules

Published by: Financial Conduct Authority Search for original: Link Key Take Aways The FCA’s final rules build upon proposed frameworks to enhance operational resilience across the UK financial sector, focusing on important business services and impact tolerances. Firms are required to identify their important business services, with an emphasis on services that could cause intolerable harm or threaten market stability if disrupted. The policy applies to a broad range of firms, including banks, investment firms, insurers, RIEs, and certain authorised… Read more