Case Study: Leading Australian Multi-national Investment Bank achieves higher contact rates and collections efficiency with ipSCAPE

Leading Australian Multi-national Investment Bank - Customer Case Study

Leading Australian Multi-national Investment Bank, which runs a leasing division supporting loans, credit cards and mortgages, needed a Customer Experience solution to support its multi-site team of over 200 specialists in Sydney and Manila. The bank sought technology for outbound campaigns to optimise collections and contact rates and adopted the ipSCAPE dialler to meet those needs.

ipSCAPE deployed its intelligent dialler—using forecasting algorithms, advanced answering‑machine detection and scripting for personalised calls—to increase contact rates, speed up agent outreach and improve lead‑to‑conversion performance. As a result, agents spend more time speaking to customers rather than dialing or leaving voicemails, the bank has achieved its debt collection targets and increased revenues, and has relied on ipSCAPE for over seven years to sustain these efficiencies.