Apex Awards Case Study 2011: Analytics transform outbound collections

Learn how SAS and speech analytics have transformed debt collection strategies and data segmentation, increasing cash collected per agent hour by 30% and liquidation by 20%.

Learn how SAS and speech analytics have transformed debt collection strategies and data segmentation, increasing cash collected per agent hour by 30% and liquidation by 20%.

Apex quadrupled throughput, while only growing capacity by 35%,specific new processes underpin their claim to be the most ethical debt collection agency and the technology roll-out has helped people feel on top of the factors that drive their performance. A new Cascade model creates dynamic multi-channel contact strategies in SAS, which optimise debt collection based on the latest data. Alongside this, Nexidia speech analytics has focussed coaching and freed up an average 30 hours per month for each team manager. In combination, smart integration and a rigorous continuous improvement methodology, have driven cash collected per agent hour up 30% and grown the amount of customers who promise to pay by 15%.

Key results were:

  • Conversion rates up 15%
  • Cash collected per agent hour up 30%
  • Liquidation rates up by 20%
  • Speech analytics achieved its anticipated 12-month return in 7 months
  • Saves an average 30 hours per month for team managers
  • Complaints that took two weeks to answer now take ten minutes

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