The expansion of clients and regions of operation, has meant that they needed to scale up their contact operation and the challenge was also laid down to improve the efficiency of their operation.
A need to increase the number of client contacts points
The expansion of the operation needed to include the optimisation of costs in the operation, whilst maintaining the scale to cope with demand.
The crucial part of the service was to ensure that promised payments also materialised into actual monies received, as well as including the requirement to enable flexible scaling. The business would get large numbers of collection tasks requested at very short notice.
To do this with a purely human operation is very difficult, so a technical solution was investigated and was required within a short delivery timeframe.
Since the deployment of their new voicebot, the group has seen a significant increase in the number of client contacts. With the voicebot handling multiple calls simultaneously the volumes of collections improved significantly.
363% increase in efficiency of receipt collection
Flagged notifications to the team for customers that were unreachable for extended periods, saving wasted effort for the human agents, so they can work on higher value tasks.
As part of the project, the voicebot and human agents were compared side by side. It turned out that the bot worked just as efficiently as the human operator with the voicebot exceeding the agents efficiency in some weeks.
The overall cost of the voicebot was much cheaper that the human agents. A typical saving was made with no answer calls that were simply free of charge for the bot, but still cost time and effort for the contact centre team.