Case Study: Permanent TSB achieves higher contact and productivity rates in mortgage collections with Alvaria's contact centre solution

Permanent tsb - Customer Case Study

Permanent tsb’s Asset Management Unit is a new Dublin contact centre handling mortgage arrears and collections. After a formal due diligence process they needed a complete contact-centre solution to support growth, ensure dialing compliance (following Ofcom-like guidelines despite Ireland being unregulated) and reduce silent and nuisance calls while maintaining strong customer service.

Noble Systems implemented the Noble Enterprise suite—predictive dialler, inbound/outbound blending, SIPhony IP telephony, Composer agent desktop, ShiftTrack WFM, speech analytics, IVR payment and dynamic routing—installed in under four weeks for 235 agents. The blended dialler removed the need for a separate PBX, lowered costs, enabled automated self-service payments and detailed reporting; Permanent tsb reports significant increases in productivity, contact and Right Party Contact rates and strong ongoing support from Noble.

Permanent TSB

Marc Hicks

Dialler Manager