How We Decreased Transfer Rates by 50 Percent
CASE STUDY How We Decreased Transfer Rates by 50 Percent The Ask The client approached us with a significant challenge tied to high transfer rates among the Customer Finance Representatives. The client’s commitment to One Call Resolution was being hindered by excessive transfers, impacting customer satisfaction and operational efficiency. The Solution In response to the […]
How We Achieve 50% Reduced Attrition Rate
CASE STUDY How We Achieve 50% Reduced Attrition Rate The Ask The client sought our assistance to address a pervasive challenge across their enterprise: high agent attrition rates. Escalating costs associated with training new agents were a major concern, prompting the client to seek a solution that would emulate the success of our site’s historically […]
How We Increased Dollars Per Contact Metric 40%
CASE STUDY How We Increased Dollars Per Contact Metric 40% The Ask Our client approached us with a concern regarding the low Dollars Per Contact (DPC) metric in their collection process. They were facing challenges in efficiently recovering outstanding balances from customers more than 30 days past due, leading to missed revenue opportunities. The Solution […]
How We Achieved 50% Reduced Repeat Caller Rate
CASE STUDY How We Achieved 50% Reduced Repeat Caller Rate The Ask A client approached us with concern over an increase in Repeat Callers observed across the enterprise. The client stated numerous customers contacted the call center more than four times within a 72-hour timeframe. This trend was not just an operational challenge; it also […]