Case Studies
Prime Time Contact Service
Weekend working delivers enhanced call centre results
A new 'Prime Time Contact' service was launched to existing clients aimed at delivering enhanced collections via weekend working.
HML's standard servicing arrangements operate on weekdays, weekends and evenings but an enhanced weekend service was devised whereby our teams would aim to enhance the levels of contact and collections.
An outbound calling approach was used, which was backed up by detailed account segmentation. A 150% spin was applied, which means our representatives try to contact each customer on average 1.5 times. Full reporting is provided to clients enabling them to quickly identify the benefits achieved.
The results are impressive, with Right Party Connects (RPCs) showing an improvement of between 13-90% when compared to weekdays and Arrangements To Pay (ATP) improving by 13-63% (the variation in results is dependent on the segmentation strategy applied).
HML's credit management teams have comfortably collected debit card payments that exceeded the cost of operating the extended service, making it a highly effective service for our clients.
