Increased Collections in Leading Wireless Telecommunications Provider

It was critical for this wireless telecom company to improve agents’ debt collecting skills while maintaining the balance between collecting and professional, courteous customer service.

Key Initiative

After completing an Intradiem pilot and quickly improving overall quality scores and first call resolution, this leading wireless company was recognized by J.D. Power for its excellence in customer satisfaction. This dramatic improvement in customer satisfaction in such a short period of time inspired one of the company’s other business groups, Financial Care, to consider how it might also deploy Intradiem to boost its collection efforts while maintaining current service levels.

Solution

The company’s Financial Care centers implemented their own Intradiem pilot – with absolutely no other changes to the business – for an eight-week period. In all, eight 15-20 minute learning breaks were developed by the company’s learning and development group to improve agents’ debt collecting skills through use of a proven call model designed specifically for the collections industry. These learning breaks were then pushed to individual agent desktops via Intradiem during downtimes in call volume. A daily scorecard was provided to both collectors and their supervisors, highlighting performance against key metrics.

Impact

The implementation was an overwhelming success with all service centers realizing a double-digit percentage improvement in just eight weeks. This included a 23% increase in overall collections in two centers, while the average collections per hour per customer service agent increased by 17%.

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