UK'S PREMIER PROVIDER OF CREDIT MANAGEMENT AND DEBT RECOVERY SERVICES SELECTS SABIO TO IMPLEMENT NEXT GENERATION PROACTIVE CONTACT SOLUTION
BCW Group works with Sabio to implement dynamic dialler solution based on Avaya Proactive Contact technology
GLASGOW & LONDON –29th September 2010 – BCW Group Plc, the UK and Ireland’s premier provider of credit management and debt recovery services, has placed a major contract with Sabio for a next generation Avaya proactive contact solution. BCW Group will use Avaya’s latest Proactive Contact technology in tandem with its core Avaya customer contact centre infrastructure to meet and exceed current industry compliance requirements, and also deliver a more flexible and dynamic contact approach capable of integrating the firm’s growing number of outbound and inbound interactions.
The new Avaya solution will support BCW Group’s successful approach of reconnecting with customers earlier in the debt recovery process, enabling higher quality interactions for its household name clients. Key factors behind the decision to select Sabio for the project included the company’s in-depth dialler expertise, proven Avaya skills as well as the ability to back BCW Group’s proactive contact operations with best-in-class support capabilities.
Since first working with Sabio to install an earlier generation dialler system, BCW Group’s contact volumes have grown fourfold. Installing Avaya Proactive Contact will build on the proven reliability of BCW Group’s current dialler, adding new levels of flexibility, supporting increased levels of call blending and helping to improve the overall quality of contacts that BCW provides to its highly-skilled team of collections advisers.
“At BCW Group we’re committed to employing the best people available and supporting them with best-in-class technology to enable them to perform their roles to the highest level. So when Sabio recommended that Avaya’s new Proactive Contact could deliver significant additional benefits for our state-of-the-art, fully-blended contact centre environment, we were keen to investigate,” commented John Storrie, Business Support Manager at BCW Group plc. “Sabio was able to show us how implementing Avaya Proactive Contact could offer significant improvements in productivity and flexibility, while still delivering the rock-solid levels of reliability that we enjoyed with our previous Avaya dialler.
“Working with Avaya Proactive Dialler will enable us to be even more responsive in terms of configuring our outreach activities, not only ensuring that we set the highest standards in terms of compliance but also providing our specialist collections advisers with the right customer contacts at the right times,” he continued.
“The effective deployment of best practice technology has already helped BCW Group to differentiate its credit management and debt recovery services, and we’re delighted that they have chosen Sabio to help them develop their customer outreach activities with Avaya Proactive Contact,” added Sabio Director, Adam Faulkner. “Our new solution will help BCW Group to ensure that outbound calls are timed to create the best chance of contacting debtors – ensuring optimisation of resources and allowing collections advisers to handle higher volumes of accounts at maximum efficiency.”
Avaya Proactive Contact software gives contact centres the capabilities they need to preview, initiate and track outbound communications. It offers superior predictive dialling and voice-detection capabilities that help drive significant savings by optimising calls to desired service levels and reducing agent idle time.
About BCW Group plc:
With more than 25 years of experience, BCW Group has grown into the UK and Ireland’s premier provider of credit management and debt recovery services. From tracing debtors and arranging payment plans to fully outsourced credit management services, BCW Group provides expert support across the debt recovery spectrum. Blue-chip clients trust BCW Group with their outstanding customer arrears. For more information, please visit: www.bcwgroup.com