Evolving customer contact preferences have forever changed how organizations collect delinquent debt. One of the world’s leading retail finance providers sought to transform how it connected with its customer base to drive better, more compliant collections, while reducing the cost and improving the efficiency and scale of its call center. The company was also looking to test and quantify the results of various contact strategies, so it could more rapidly adjust to economic changes and other factors.
- 30% increase in payments made during calls
- 10% – 50% increase in early stage collection
- 8% decrease in roll rate
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