Case Study

Australian Collection Services (ACS)

Australian Catholic University

1. The Business

Australian Collection Services are mercantile agents who are experts in recovering unpaid debt and negotiating payments. They support numerous businesses with the recovery of arrears including the repossession of motor vehicles, truck, heavy plant and machinery, wholesale Audit and Vehicle inspections and field call and collections.

2. The Challenge

ACS were looking for a multichannel technology solution that assisted with the routing of emails and phone calls to improve service quality, reduce handle time, and provide visibility of performance through reports. They required an effective routing solution to remove the manual phone roster that was used to manage the single phone line. The contact centre also needed the ability to transfer calls to the back office seamlessly.

3. The Solution

ipSCAPE was able to create efficiencies for both email and phone routing. The functionality provided comprehensive inbound capabilities, email routing options and has outbound dialler options which suit the future growth plans for ACS.  ipSCAPE’s email module also provides templates to help improve response times. ACS now has visibility of customer communications including the number of calls received a day, and the outcomes of the calls. Centralised dashboards and reports help monitor and improve the performance of the team, reducing complexity and saving time for managers.

4. The Benefits

  • Seamless ability to scale
  • Local 24-hour support
  • Fast and cost-effective implementation
  • Having ipSCAPE as both a technology solution and partner for growth

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