Capital Collections

OPPORTUNITY / CHALLENGE

Why does your firm need outbound services? Did you previously handle these needs in-house?

We are trying to collect on past due bills. We have a very large amount of outstanding debt that needs to be collected from customers. We used to do it in-house but it has grown so much in recent years.

What was the volume of outbound calls your company was handling per day?

50000 calls.

What challenge were you trying to address with the service provider?

Our goal was to recover as large of a portion as they could of the outstanding debt. They are paid for this service and will be compensated for the total amount of monies recovered.

SOLUTION

What was the scope of the service provider's involvement?

They are responsible for processing inbound and outbound calls in an ACD [Automatic Call Distributor] environment and making manual calls to customers as well.

Could you describe the service provider's pricing structure and how they billed you?

It is a package deal with incentives and bonuses for performance and money recovered.

How did you come to work with this service provider?

They were recommended by a committee of executives who researched various companies.

How would you assess the service provider's ability to conduct outbound sales calls, generate new business, and handle customer issues?

I don't have a comment for this.

How much time, in hours, does this service provider save you each month?

Around 5000 hours per month.

How much money does this service provider save you each month?

$50,000 every month.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

They succeed. They are good at what they do, like collecting. They recover much of the money owed. They are expensive to use but we do get money recovered.

What are the service provider's strengths?

They are a versatile, well educated, trained, and professional workforce.

How can the service provider improve?

They can lower the costs and offer a more slimmed down service that is streamlined and less expensive.

How long has your company been working with this service provider?

June 2014 - Ongoing

How much money do you spend annually with this service provider?

$200,000 to $999,999