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CASE STUDY
20% reduction in customer complaints.

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Telecommunications provider improves net promoter score by 53%

Experiencing a rise in customer complaints and churn? Are customer support channels unable to satisfy customer demands?

P_Telecommunications provider improves net promoter score by 53%_AUG2023_inside

Download this case study to learn:

In this case study discover how a customer remediation model:

  • Decreased customer complaints by 20%
  • Reduced case management activity by 70%
  • Improved average handling times by 22%
  • Increase net promoter score (NPS) by 53%
  • Reduced customer transfer rates by 83%
  • Exceeded sales performance targets by up to 103%.


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Collections agency reduces long-term aged receivables by 83% with debt collection enhancements

Promise-to-pay rate of 55%

Promise-to-pay rate of 55%

83% reduction in long- term aged receivables

83% reduction in long- term aged receivables

Customer resolution rate of 97%

Customer resolution rate of 97%

THE CLIENT

A revenue collection agency.

THE CHALLENGE

The client wanted to elevate the efficiencies of their debt collection within their contact centre services. They aimed to achieve this by establishing a uniform approach to customer interactions and collection methodologies. This initiative was driven by the desire to enhance efficiency, improve customer experience and ultimately optimise their debt recovery processes.

THE SOLUTION

Probe CX took a comprehensive approach to enhance the client's debt collection strategies. They developed a distinct quality compliance model to ensure adherence to standards while revamping the recruitment process to identify contact centre agents with key soft skills and engagement techniques for better outcomes.

Additionally, they used natural conversational methods throughout the debt recovery process. This approach fostered respect for individual circumstances and improved promise-to-pay rates.

THE RESULT

Since rolling out Probe CX's debt collection quality compliance model, the client has achieved:

  • A promise-to-pay rate of 55%, against a target of 30%
  • A national quality result of 96%
  • An 83% reduction in long-term aged receivables, from 180 days to 30 days
  • A customer resolution rate 97%, against a target of 85%.

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