Case Study: Outbound Dialler Helps Debt Collection

A Magnetic North dialler has helped increase answer rates at Creditlink Account Recovery Solutions.

The Environment

Creditlink Account Recovery Solutions (C.A.R.S.) are operating in a blended environment, maximising their available resource with agents able to handle both inbound and outbound channels. They are also using Optimise for call recording, and the advanced PCI compliance module is also being rolled out.

Call recording is a critical part of the business, so that any disputes over promised payments can be swiftly resolved. Productivity improvements have been significant, leading ultimately to greater amounts of debt being recovered.

Their inbound IVR allows automation of payments, e.g. “press 1 to make a payment,” which not only saves a lot of agent time (and money) but also takes them out of scope for PCI as it is an automated system where the card details are not heard by anyone.

Inbound callers also have the option to stay on the line and be transferred to an agent.

The introduction of the PCI compliance module will enable C.A.R.S. to also be PCI compliant for the agent-assisted calls where payments are taken over the phone.

The Results

The company has the ability to assign CLID’s (the telephone numbers presented on outbound calls) at a campaign, calling list and individual customer record level.

This enables them to operate a broad mix of calling activities through a single outbound campaign, with confidence that return calls to the CLID presented can be routed back to the correctly skilled inbound/blended agents.

“The Maximise Cloud Contact Centre is the best blended dialler system that I have ever used. Inbound calls are put straight back into the campaign, meaning agents are never idle, seamlessly switching between inbound and outbound operations,” said Graham Vincent-Scott, Head of Collections at C.A.R.S. “Features such as local and mobile number presentation have also increased answer rates, talk time and ultimately the amount of debt we are able to recover.”

Creditlink Account Recovery Solutions Ltd – known for both early arrears and written-off debt portfolios – first implemented Maximise Cloud Contact Centre back in March 2007.