Cape Town, 12 November 2008
– PIC Solutions, the leading specialist credit risk solutions
company in the EMEA region, has developed an innovative new
service that substantially improves the success rate of credit
providers’ interactions with customers.
PIC Solutions’ renowned Predictive Modelling
division has developed the Contact Optimisation Service,
which is proven to dramatically improve right party connect
rates and thereby enhance the performance of customer contact
centres.
The Contact Optimisation Service works
by analysing and scoring historical predictive dialler data in
order to predict at which period of the day a telephone call to
a customer is most likely to be successful. These scores are
then used to optimise the queues in the predictive dialler to
ensure that the contact centre is contacting customers at the
most appropriate time of day - the time at which the individual
account holder is most likely to be reached.
By using the Contact Optimisation Service
organisations are able to improve the management of their
customer interactions, thereby improving the performance of the
collections process and at the same time increasing customer
satisfaction.
Whilst the Contact Optimisation Service
has broad potential application across the credit lifecycle,
from fraud through to marketing, the largest benefit is gained
in the collections process, where operational efficiency is
increased through reductions in agent times and costs.
Furthermore, the improvement in right party connect rates
results in a measurable increase in the number of promises to
pay. Through this automated prioritisation of the dialler
collections queues, organisations are also able to bring forward
collections actions and further reduce bad debt.
Simon Trupp, Director at PIC Solutions,
states,
“The Contact Optimisation Service has delivered impressive
results to date and therefore we look forward to working with
many organisations to deliver similar valuable improvements with
this exciting new service. With the increased focus within the
industry on reducing operational costs and boosting
efficiencies, this service will provide a valuable tool to all
credit providers.”
