Case Study: Lighthouse Credit Union achieves 125% more outreach capacity with VoApps DirectDrop Voicemail

Lighthouse Credit Union boosts outreach 125% with VoApps

Lighthouse Credit Union, a New England-based credit union, faced a significant challenge with its six-person collections team. Their manual dialing process was inefficient, with the majority of calls ending in voicemail, leaving large portions of their delinquent account queue untouched. They needed a way to scale outreach without increasing headcount. They turned to vendor VoApps for a solution using their DirectDrop Voicemail product.

VoApps implemented its ringless voicemail technology, which delivers messages directly to a member's voicemail without the phone ringing. This automated the message delivery process, freeing collectors to focus on live callbacks. The solution increased total outreach volume by 125%, delivering an average of 4,500 messages per month. This provided the output equivalent of seven additional full-time collectors, allowing the six-person team to effectively operate at the capacity of a thirteen-person team without any additional hiring.

Lighthouse Credit Union