CA S E STUDY
Produto
Results:
• Aspect® Unified IP®
• Full front-end recording
• Blended licenses
• Aspect LYRICall™
(outbound and inbound)
• URA System with TTS features
Integration with CRM and web-based reports
• Doubled the outbound handling capacity (approximately 25 percent)
• Reliable tagging and identification for non-delivered contacts
RR Cobrança The Company RR Cobrança is a company focused on the recovery of outstanding credits and is listed as a Top-10 company in this segment. The company has been in the market for 12 years and, in the 2009-2011 period, achieved a revenue growth of 1,163 percent, and a 350-percent growth in the number of seats, being named by Deloitte Consulting and the Exame PME magazine as the 5th fastest-growing company in Brazil during this period. Its clients include major players in the finance, insurance and telecommunication industries.
The Challenges
“ The challenge we have taken to Aspect has been addressed!” Mariângela Rocha Adm. & Infrastructure Director
RR Cobranca sought to double the effectiveness of its outbound operations (i.e. the ability to find and reach customers in default), as well as to optimize the recording and identification of non-delivered contact tags (voice mail, busy, etc.). In the past, even though delivering outstanding results to its clients, RR Cobrança used a less sophisticated dialer, which, based on the critical view of its executives, failed to achieve the performance they deemed necessary and most suitable for the business. The collection agents in the company remained idle for too long, and the return of the settlements achieved with the customers was lower than expected. In addition, they needed a tool that was able to provide significant support, so that RR management could rest assured the company’s business was expanding and winning new clients in a sustainable fashion.
The Solution
“ We have combined the intelligence of our strategy area with a robust dialing and control platform.”
RR Cobrança contacted its partner AHEAD-UC Fabio Ruiz and Maristela Rocha, to implement the Aspect Corporate Controllers technology. The company selected Aspect for their ability to deliver a unique voice detection technology. The credit recovery company needed a robust tool that provided both easy handling and intelligent productivity controls for its operations, which, in conjunction with the outstanding scoring process kept by RR’s in-house strategic planning area, as well as highly skilled collection teams, could provide great recovery performance to its clients.