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No More Getting Lost in the Queue: LiveVox Provides Innovative Tools to Better Connect Credigy Agents and Customers
On-demand Voice Portal Positively Impacts Agent Behavior, Resulting in Increased Productivity through Accountability and Skills-based Interactions
In the midst of rapid growth of its domestic and international servicing operations, including an acquisition in Brazil, Credigy, a receivables management services company, needed a more robust platform for its call center operations.
Although a predictive dialer solution was in place, the system did not offer all the flexibility and capacity required by the company to effectively collect funds from debtors. Credigy turned to LiveVox™ – an on-demand voice portal company, providing hosted and tailored voice services focused on the collections industry – to increase productivity and improve its bottom line.
For Credigy, with current operations in the United States, Puerto Rico and Brazil, a key LiveVox Voice Portal 2.0™ feature was LiveVox’s Agent Presence, which helps to improve overall call center agent management capabilities by allowing call center agents to register themselves within the system and designate their availability to take the next call. Using an algorithm that intelligently balances outbound and inbound call volume, average call times and agent availability parameters, the system automatically paces outbound calls to optimize agent productivity and minimize call wait times. Calls are then directed to the most appropriate agent, rather than to a general queue, based on availability, skills and routing rules set by management for each campaign.
With Credigy’s previous system, agents were evaluated on call quantity alone – required to make 100 calls a day, regardless of call status or result. With LiveVox, that paradigm has changed, with the system providing the capabilities and metrics allowing Credigy to focus on “connected” calls. Since implementing LiveVox’s system, Credigy is now experiencing a 35 percent increase in successful agent connects and resulting collections.
“It was very frustrating for our agents. The system we had in place limited their ability to effectively perform their job. We were losing nearly 40 percent of our calls due to lengthy queues and extensive wait time while agents manually opened accounts and retrieved information. The use of LiveVox’s Voice Portal has brought this percentage down to almost zero,” said Adrian Levinson, telecom manager for Credigy. “Our calls are simply more accurate through the LiveVox system. And LiveVox enables us to analyze patterns and implement campaign strategies in the most effective manner; not only does the detailed statistical information help us in the here and now, but it helps us to strategically plan future campaigns as well.”
In less than two months, Credigy transitioned its U.S. operations to LiveVox’s Voice Portal 2.0™ solution, and benefits resulting from the system’s ability to track availability for each agent and present customer data to the agent at the time the call is answered have been realized.
“The difference is like water and wine. We compared an on-premise solution to LiveVox’s hosted application, as well as looking at other outsourcing vendors and there was no comparison,” said Levinson. “Now, agents don’t have to spend their time performing a look-up. Instead, pertinent information is presented to them while they are accepting a call, enabling them to immediately have a productive conversation with a customer. And it’s such an adaptable solution; we can ramp up or scale down as needed and only pay for what we’re using.”
LiveVox’s IMS-based solution built on SIP fully integrates inbound self service and outbound contacts on a single platform. Levinson appreciates that the solution is compatible and interoperable with the different telephony platforms in the company’s Brazil and U.S. call centers as well as Credigy’s Web-based collection application.
“Livevox’s Voice Portal provides us with a cost- effective, powerful combination of services of predictive dialing, virtual ACD [automatic call distribution] and hosted/virtual CTI [computer telephone integration], and integration with two different PBX technologies (TDM and VoIP) from two independent PBX vendors has been seamless,” said Levinson. “With LiveVox eliminating the issue of PBX standards or technology barriers, not only have we have been able to easily apply the LiveVox solution to other call centers, but we have been able to focus more on our main business goals rather than having to handle these complex tasks manually.”
LiveVox’s service is delivered as an “on demand” service where users only pay monthly operating costs based on actual usage. Unlike typical proprietary installations, there are no capital expenditures or upfront costs. For the IT team, instead of maintaining hardware and on-premise applications, they are able to use the system to analyze call trends, compile data and contribute to the company’s core mission of debt collection. In addition, by choosing LiveVox’s IP-based solution, Credigy eliminated the need for additional IT support, increased people resources, and added operational costs.
“The impact on our business is really high,” concludes Levinson. “Our partnership with LiveVox has enabled us to reduce operating expenses, have more efficient processes, increase agent productivity and deliver better service to our customers. That’s why we’re in the process of expanding our use of LiveVox’s solution to our Brazil operations as well.”
