Case Study: Freedom Acceptance Corporation reduces delinquencies and boosts receivables with Alvaria

Freedom Acceptance - Customer Case Study

Freedom Acceptance Corporation and Military Credit Services, which provide direct and indirect lending to consumers and military personnel, were held back by an unreliable hosted system, high overhead and manual dialing processes that limited growth and contact rates. Leadership sought a cost-effective, reliable contact center platform with predictive dialing, call recording, monitoring, callback management and robust reporting to streamline collections and telesales.

They implemented the Noble® Solution — a blended inbound/outbound contact center with predictive dialer, IVR, call recording, custom agent desktops and Encompass integration plus real-time management via the Maestro portal. Within three months delinquencies fell from 6.64% to 5.66%, incoming receivables rose about 30%, receivables on active accounts increased ~25%, and the company saw better campaign efficiency, improved agent performance and higher retention.

Freedom Acceptance

Stephanie Williams

VP, Collections Operations