Case Study: The CCS Companies achieves improved collections performance and higher service levels with Alvaria

Leading business process outsourcing company teams with Aspect to deliver a customer service approach to debt recovery

The CCS Companies is a leading business process outsourcing firm specializing in high-volume consumer and commercial debt recovery, with more than 1,000 staff across three U.S. locations handling roughly 12 million outbound and 2 million inbound calls per month. CCS needed a flexible, integrated contact-center solution to handle daily volume spikes, improve right-party contact and answering‑machine detection, enable skills‑based routing, and boost agent productivity while maintaining inbound service levels.

CCS implemented Aspect Unified IP to blend inbound/outbound capacity, centralize multichannel queuing and routing, automate list management and dialing, and provide dynamic scripting with screen‑pop access to account data. The deployment empowered nearly 1,000 agents, reduced average speed of answer and handling time, increased contact and collection rates, and eliminated manual campaign tasks—delivering measurable improvements in client performance.

The CCS Companies

Bruce Shapiro

SVP of Operations