How BCW Group – the UK and Ireland’s premier provider of credit management and debt recovery services - helped improve the performance of its state-of-the-art, fully blended contact centre environment by working with Sabio to implement a next generation Avaya proactive contact solution.

OPERATIONAL CHALLENGE

BCW Group’s outbound contact volumes had grown fourfold and, while the company enjoyed exceptional reliability from its existing Avaya dialler system, BCW was determined to introduce new levels of flexibility, support increased levels of call blending, and deliver increased operational support in order to improve the overall quality of contacts that it could provide to its highly skilled team of collections advisers as well as stay ahead of evolving OFCOM legislation.

SABIO SOLUTION

BCW Group selected Sabio to implement a dynamic dialler solution based on Avaya’s latest Proactive Contact technology. The dialler solution now works in tandem with BCW Group’s core Avaya Aura Communication Manager customer contact centre infrastructure to 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. BCW Group chose Sabio for the project because of its in-depth dialler expertise and proven Avaya skills.

RESULTS DELIVERED

Working with Sabio has helped BCW Group secure key benefits, including:

• Successfully implementing a next generation dynamic dialler solution
• Achieving in excess of 80 percent advisor utilisation on outbound campaigns.
• Using the Proactive Contacts CLI control to secure an 18 percent uplift in contacts
• Reducing cost of recovery by helping Collection Advisers to contact debtors earlier in the debt recovery process
• Ensuring BCW Group exceeds evolving industry compliance requirementscts

How Sabio worked with BCW Group plc, the leading European credit management company, to implement the industry’s first successful deployment of a voice self-service payment solution through speech recognition technology.

BUSINESS CHALLENGE

BCW Group plc needed a way to keep receiving customer payments while its offices were closed. Traditional touchtone IVR approaches weren’t attractive, so the company looked for a more innovative and customer friendly approach to the challenge.

SABIO SOLUTION

BCW Group plc chose Sabio to design and implement the credit management sector’s first successful deployment of a voice self-service payment solution. Sabio implemented a complete solution integrating speech recognition and other technologies from Avaya, Nuance and VoiceObjects.

RESULTS DELIVERED

Since launching the service, Sabio voice self-service payment solutions now account for 17 per cent of all credit/debit card payments taken by BCW Group plc over the last year, exceeding the company’s initial expectations. The Group has found that the payment solution repaid its original investment within just six months, and that the self-service payment system is now contributing positively to the company’s bottom line.