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.
The Results
“ Aspect has been essential in the process to unify our expertise in collection.” Marcio Durães, Operations Director
On the first day after the tool was deployed, Aspect’s performance was almost 5 times better against the platform used before, enabling a 375-percent growth in settlements. In other words, the revenue increase by seat was significant because collection agents are always connected and customers are located more quickly.
Thus, AHEAD-UC deployed a one-month pilot of Aspect’s Unified IP at RR , so that the company could test the quality and effectiveness of the product.
Thus, RR Billing expanded its portfolio with existing clients and won new ones. The performance of the Aspect solution, in conjunction with the existing strategic intelligence process in its back-office areas, led RR to set itself apart from competitors in all segments where the company operates.
Aspect’s outbound capabilities helped RR Cobrança to maximize revenue opportunities, reduce delinquencies and minimize entry errors. The wide range of capabilities of Aspect’s solutions empowers the collection agents and reduces response times, while enhancing productivity, reducing costs, and improving the end customers’ satisfaction.
Another highlight was the significant performance improvement regarding the outbound handling capacity. Before deploying the Aspect platform, the rate of calls answered by customers in default was 12.5 percent. After the deployment, this rate jumped to 23 percent – an 84- percent increase.
“ I have worked with several dialers, but Aspect surprised me as a superior option.” Claudio Gameiro, Operations Director
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About Aspect Aspect is the only software company with a fully-integrated interaction and workforce optimization platform for enterprise contact centers globally that need to profitably (and seamlessly) orchestrate people, processes and touch points in an era when the contact center is the new center of the customer experience. For more information, visit www.aspect.com.
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