Case Study: Vanquis Bank boosts collections and customer contact with VoiceSage

Vanquis Bank boosts customer contact by 200% with VoiceSage

Vanquis Bank, a UK credit card provider, needed a more efficient way to contact customers regarding payments. Their previous method using diallers and live agents was labour-intensive and risked damaging customer relationships through poorly-timed calls. They turned to VoiceSage for its integrated real-time customer communications platform, utilizing automated voice, SMS, and rich media messaging.

VoiceSage implemented an automated system for timely customer prompts across multiple channels, including a free call-back option. This allowed Vanquis Bank to refine its contact strategy continuously using detailed metrics. The results included a 200% increase in customer contact with lower costs, a 2% increase in kept payment promises with 65% fewer agents, and a 60% reduction in agent resource needed for late-stage collections, allowing staff reallocation.

Vanquis Bank