SERVICES | CUSTOMER ENGAGEMENT

CASE STUDY

Predictive Dialer

Although this National Collections Company’s predictive dialing technology had been used for years, the management team believed that they were not getting the collection performance they felt was appropriate. Piercetech performed an outbound process assessment to understand why the operation was under-performing, what could be done to improve their call-to-collection ratio and provided operational, managerial and reporting recommendations. The customer was also contemplating changing their dialer platforms and wanted Piercetech to assure that any new technology would meet their needs.

Piercetech's Assessment Uncovered:

• The dialer’s management tools were being under-utilized
• Agent group sizing and scheduling were improperly structured
• Utilization of the dialer’s algorithm was not managed properly
• List management strategies were not optimized
• Reports were both improperly designed and inaccurate
• The dialer and collection management system were silos, resulting in:
  • Significant lost agent time
  • Inaccurate/conflicting performance metrics

Piercetech Recommended:

• Integrating the dialer and collections simply, at the workstation level
• Completing reporting and utilization recommendations
• Implementing real-time management techniques
• Using list management strategies based on reports and call classes
• Technologies and staffing options for greater collection performance
• Techniques and strategies to maximize dialer algorithm impact
• Deploying a skills definition matrix with their agent scheduling

Customer Benefits Included:

An ROL of 6 months drive by:

• A near immediate ROI
• Increased “live connects” from 19% to 42%.
• Millions of dollars in additional collections
• No investments in new technology were required to achieve above results

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