Case Study: Collection House Group boosts contact center productivity and increases outbound calls 42% with Genesys PureConnect

Collection House boosts contact center productivity with QPC

Collection House Group is a leading Australasian receivables management firm offering end-to-end credit management services. Facing a legacy Cisco dialer that delivered poor preview functionality, limited reporting and analytics, and no on‑the‑fly skills‑based routing, the company needed better tools to boost agent productivity, give senior management actionable metrics, and improve customer wait times and experience.

Working with QPC, Collection House deployed Genesys PureConnect (including predictive dialer, scripter, voice analytics and workforce planning) to enable skills‑based routing, predictive call previews and deeper call analytics. In Lion Finance the platform drove a 42% increase in outbound calls (about 869,000 additional calls in four months), reduced agent run time, identified over 70 duplicated/underperforming positions, lifted per‑agent call volumes and employee engagement, and is being rolled out across the group with plans to scale dialer capacity six‑fold.

Collection House

Anthony Rivas

CEO