Case Study: BPO Collections boosts efficiency and customer responses with TCN

BPO Collections cuts abandonment rates by 4.8% with TCN

BPO Collections, a leading debt recovery company, faced challenges with its clunky previous solution that caused downtime and missed customer connections. They lacked effective workforce management and business intelligence tools, relying on manual processes that hindered their ability to forecast, schedule, and track campaign performance. This led to operational inefficiencies for the vendor, TCN.

TCN implemented its WFM and BI solutions, which streamlined operations and provided critical visibility. The results were significant: abandonment rates dropped by 4.8%, over 1,000 more calls were handled monthly, and customer survey responses skyrocketed from 40 to over 1,500 per month. TCN's platform also recovered 64 unproductive agent hours monthly, leading to substantial labour savings and a projected 300% monthly ROI.

BPO Collections