A BPO Case Study
Driving Profit Through TCN
Customer: BPO Collections
Industry: BPO
Company size: 80 agents
The client
BPO Collections is a leading debt recovery company dealing on behalf of several blue-chip clients across the UK. While balancing professionalism and personability, BPO Collections prides itself on working closely with each customer to find the most affordable and feasible arrangements that are customised to their individual financial needs.
The challenge
BPO Collections’ previous solution was inherently clunky, making it nearly impossible to manage inbound and outbound traffic effectively. Plus, the need for frequent software updates increased the technical hurdles, leading to lost dialler hours and missed customer connections.
On top of hardware issues, the absence of a Workforce Management (WFM) tool forced them to rely on both manual forecasting and scheduling, making it difficult to ensure that the right number of agents were scheduled to work at the right times. Additionally, without a strong Business Intelligence (BI) tool to track campaign performance, the team also lacked the visibility needed to course-correct and drive growth.
The solution
The solution to BPO Collections’ challenges was TCN. In fact, they found success with both TCN’s WFM and BI tools and noticed a world of difference with TCN’s customer support, simple integration and agent training. Beyond this, they utilised post-call Interactive Voice Response (IVR) surveys to get authentic customer feedback. Ultimately, TCN not only helped them reach their goals with significantly less downtime but also streamlined their outbound and inbound operations.
The results
- Abandonment rates dropped by 4.8%, while the number of their successfully handled calls increased by approximately 2% (resulting in over 1,000 additional calls to agents every month).
- By switching from email surveys to TCN’s automated IVR post-call surveys, in a matter of months, their customer responses skyrocketed from 30-40 per month to over 1,500 per month.
- Thanks to the low cost-per-agent and the effectiveness of TCN’s platform and solutions, they saw significant improvement in metrics over the span of just a few months (which quickly represented a projected monthly ROI of approximately 300%).
Significantly boosting revenue with TCN’s WFM
The implementation of TCN’s WFM quickly resulted in initial efficiency gains as the team immediately identified opportunities to reduce agent idle time – allowing them to recover 64 unproductive agent hours per month, totaling over £1,000 in monthly labour savings and a projected annual £13,056 labour savings.
The BPO Collections team leveraged that initial traction to implement data-driven process enhancements and, as a result, expects to realise an additional revenue gain of £40,983 as they scale the solution across teams and transition previously “lost” time to productive call handling. Plus, more labour savings are expected as the team continues to identify opportunities to optimise schedules and coach unproductive agent behaviours.
Unifying WFM and BI for future-proof growth
TCN’s WFM solution not only helps align the right number of resources needed for operations, it also helps ensure that those resources have the right skills to handle each contact type that comes along. Thanks to these enhanced planning and monitoring tools, the BPO Collections team was able to streamline its training plans.
TCN’s Forecaster feature provided BPO Collections with a better understanding of their workload patterns, while the Scheduler feature allowed for better alignment of their resources. Additionally, the Adherence feature provided better visibility into agents’ real-time activity. TCN’s Business Intelligence solution ties all this together by enabling BPO Collections to evaluate their historical performance, ensuring they don’t miss a single insight in the future. This will help them continue to balance efficiency, performance and compliance goals.
And because WFM is integrated directly into the TCN Operator platform, the existing Business Intelligence tool seamlessly marries WFM data with existing performance data, making the already powerful data-handling tool a one-stop shop for insights that position the BPO Collections team to effortlessly scale to meet future demand and growth.
“With TCN, we didn’t lose a second of downtime, and we haven’t had a single major issue. Reliability is top-notch, and the onboarding team was second to none. We were risk-averse to the changes, but knowing what I know now, we would have gone even faster.”
Steven Smart, Head of Collections
