Case Study: dlc achieves improved agent productivity and a blended contact centre with Alvaria (Aspect PES)

Opening up communication channels improves agent productivity for ethical debt recovery agency

dlc is a UK-based, FCA-compliant debt collection agency with around 400 staff and over £55m turnover that handles contingency collections, early arrears outsourcing, trace, litigation and debt purchase. Its Brackley contact centre faced productivity challenges because specialist teams were tied to single campaigns and the business relied almost entirely on voice calling, resulting in agent idle time and poor campaign efficiency compounded by outdated contact data and invalid phone numbers.

To address this, dlc implemented Aspect PES—a SaaS suite providing Instant Voice Messaging (IVM), SMS, real-time MI, number validation/append and payment capabilities—to create a blended inbound/outbound contact centre. The system automates outreach, flags bad numbers, drives SMS-led engagement and routes responses to agents, freeing them to focus on productive work; since deployment in 2008 dlc reports higher right-party contact rates, improved agent productivity, reliable service and plans to add payment options via IVM.

dlc

Steve Cone

Call Centre Manager