A collections Case Study
Elevating productivity through TCN
Customer: First Collection Services
Industry: Collections
Founded: 1969
The client
First Collection Services (FCS) is a leading accounts receivable management (ARM) service with nearly 50 years of experience serving some of America’s largest companies, as well as a host of mid-sized and small businesses.
The challenge
FCS’s previous contact center software provider’s inefficient service, cumbersome features and lack of collections experience limited their ability to succeed and progress in the industry.
The solution
After switching to TCN’s advanced contact center software platform, FCS improved its productivity, customer satisfaction and overall collection efforts. These gains were largely due to TCN’s superior support quality, wide array of platform capabilities and intuitive interface. Plus, FCS also discovered TCN was more competitively priced than their previous provider.
The results
- FCS reported fewer customer complaints after adopting TCN, evidence that their customer satisfaction had improved.
- Cutting out the middle man and working directly with the TCN support team significantly improved FCS’s support experience, lowering issue resolution time.
- TCN’s superior offerings helped make FCS’s collections more efficient and effective, boosting their overall collection efforts.
Simplifying compliance
TCN’s comprehensive compliance suite significantly bolstered FCS’s compliance monitoring efforts. For instance, the ability to effectively manage the manual dialing process was huge for FCS. Ultimately, TCN is well-versed in contact center and collections compliance laws. That’s why Operator’s compliance suite, including solutions like Call Recording Storage, enhanced FCS’s Telephone Consumer Protection Act (TCPA) and Fair Debt Collection Practices Act (FDCPA) compliance needs.
“We are better able to manage compliance, our calls and our staff, making collections more efficient and effective.”
First Collection Services
Improving efficiency with seamless integration
TCN integrated Operator with FCS’s sales metric platform, easing functionality and creating a seamless and custom user experience. Additionally, TCN reps provided thorough training sessions and fully prepared FCS to go live with several days of on-site training for FCS’s entire staff. This agent training helped create a seamless experience that improved efficiency and reduced redundancy, allowing both managers and agents to utilize their time more effectively. From there, TCN was easy to work with and totally transparent, immediately alerting FCS of any issues, and TCN’s 24/7 support team was always available when FCS needed them.
Minimizing disruption with quality support
Support was one of FCS’s biggest pain points with its old service provider – it made resolving call center issues difficult, clunky and resulted in lost productivity. TCN, by contrast, offered personalized and direct service from a designated support team. They were even able to seamlessly handle Distributed Denial of Service attacks on FCS behind the scenes, ensuring the business was aware of the problem without allowing the attack to disrupt FCS’s quality of service. Plus, any needed software updates were thoroughly tested and performed during peak hours, minimizing disruptions and allowing agents to capitalize on uptime.
“TCN is user-friendly and quick to deploy. A host of tools makes reaching our customers a snap. TCN’s taken the hassle out of monitoring and reporting and given us the tools we need to get more value from our agents and managers.”
First Collection Services
