Onboarding Over a Million Calls in Under Six Weeks
Software vendor management can present unique challenges, particularly when a contract is set to expire just as a transition to a new CSaaS begins. Number porting, hardware migrations and moving from hard phones to softphones are just the start of switching.
Credit Corp Group (CCG), an ASX Top 200 organization employing nearly 2,000 workforce members globally, confronted a significant hurdle when up against an immovable contract expiration date. They needed to transition 400 agents processing over 1.3 million daily outbound call attempts off their current US dialer system, completing the full migration within a demanding six-week timeframe.
Caught between a contract and a deadline
Operating across Australia, New Zealand, the Philippines and the United States, CCG operates under strict multi-jurisdictional compliance and regulatory frameworks. In the US alone, they manage operations out of call centers in both Salt Lake City and Seattle.
Plus, faced with vendor challenges and an expiring contract, CCG had a firm cutoff date. Missing the migration deadline meant either falling back on manual calling (which is roughly five times slower) or extending an expensive vendor contract for another 12 months.
CCG leveraged TCN’s flexible architecture to integrate TCN’s dialing capabilities directly into their existing CRM collections interface. By separating TCN’s infrastructure from its core collections system via middleware, CCG ensured that the agent workflow remained identical, minimizing change management while upgrading the underlying engine.
Despite the aggressive schedule and non-overlapping time zones between Australian and US teams, close technical collaboration and transparent communication between CCG and TCN kept development on schedule.
Four weeks into the project, a working prototype gave executive leadership the confidence to move forward without extending their legacy vendor.
The TCN effect
Credit Corp did not just hit their deadline; they exceeded it, completing the full cutover 10 days early.
Tim Cullen, Chief Information Officer at Credit Corp Group, shared how partnering with TCN allowed them to execute a seamless transition, integrate deeply through API, scale rapidly without disruption and improve the overall agent and customer experience.
Cullen shared that, “I love that [TCN] has product managers that are so capable with the tools and software. The tenure of the staff and the way that they love the company and work with us within the platform makes it a great company to deal with.”
Beyond initial deployment, Credit Corp and TCN continue to collaborate on advanced contact center technology, testing next-generation Answering Machine Detection (AMD) models, smart entry screening, skills-based routing and omnichannel expansion.
For Credit Corp, the relationship goes beyond software features – it rests on shared culture and technical transparency. As CCG continues to grow and leverage TCN’s suite of products, they remain excited about the future of this top-to-bottom positive collaboration.
Watch the client testimonial to hear more about their experience!