Promise-to-pay rate of 55%
83% reduction in long- term aged receivables
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.
