Case Study

Supporting an Australian Multi-national Investment Bank  

1. The Business

A leading Australian multi-national investment bank operates a leasing division that supports financing options for flexible loans, credit cards and mortgages.  

2. The Challenge

With a team of over 200 finance specialists, they were looking for communication technology that would support their multi-national team based in Sydney, Australia and Manila, Philippines. This financial institution needed a Customer Experience technology solution that could cater for outbound campaigns to optimise collections and contact rates for a multi-site work environment. 

3. The Solution

This financial institution used the ipSCAPE dialler to increase contact rates and the speed and efficiency at which their agents call their customers.  

The ipSCAPE dialler uses intelligent algorithms to forecast the ratio of agents and live calls to optimise efficiencies by dialling numbers in anticipation an agent will be available to take the call. 

To offer personalised communications with their customers, this organisation leverages scripting capabilities available in the ipSCAPE system. Data fields such as customer name, last interaction date, nature of enquiry can be written into the script and incorporated during conversations to create more personalised interactions.  

This client has now been a customer with ipSCAPE for over 7 years, where ipSCAPE has consistently enabled this organisation to achieve their debt collection targets and increase revenues.  

4. The Benefits

Effective use of Agent’s time

Agents spend more time talking to customers rather than dialling numbers, connecting to voicemail, or wasting time on unanswered calls 

Improved Conversion rates

Improve lead to conversion rates through increased call connections, achieved with advanced answering machine detection technology  

Create personalised engagement

ipSCAPE can help businesses personalise their customer communications through our scripting functionality.  

 

Learn more about ipSCAPE