Case Study: Vanquis Bank achieves higher collections conversions with VoiceSage

Vanquis Bank - Customer Case Study

Vanquis Bank, a leading UK credit card company serving customers outside the prime market, needed a better way to stay in touch with account holders as payments became due. Using VoiceSage’s integrated real-time customer communications platform, the bank wanted to replace labor-intensive dialling and agent-led chasing with timely, automated voice and SMS reminders while improving collections and customer experience.

VoiceSage implemented automated voice messaging and text conversations, all managed from a single system with real-time analytics and customer callback options. The results included a 200% increase in customer contact, a 2% increase in 90+ day “promises to pay,” and late-stage payment conversions achieved with 60% less agent resource. Vanquis Bank also reported a 100%+ same-day application contact rate and record-high conversion levels.

Vanquis Bank

Jim Appleby

Head of Credit Operations