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Industry: Financial Services
Vanquis Bank is a leading UK-based credit card company. It has 800,000 active UK accounts which it manages from a dedicated call centre.
Using diallers and live agents to chase customer payments was labour intensive, costly and was not delivering the results required. With the opportunity to evaluate cloud based customer contact solutions and improve contact and recovery rates, VoiceSage was a perfect fit.
Results
- 200% increase in customer contact
- Reduced RPC costs
- 2% increase late stage ‘promises to pay’s delivered with 65% less agents
- 100% contact rate on same day credit card applications
Customer engagement is near ‘jaw-dropping’ as customers are impressed and surprised at our speed of response. Sometimes technology can hinder what you’re trying to do, but VoiceSage is a real enabler.
Applications Used
- Interactive voice messaging with payment gateways
- Proactive text reminders with keyword SMS
- Agent text conversations
- Visual mobile messages
Industry: Retail
QVC is a leading multi-channel retailer that is carried into over 24 million homes.
QVC relied on traditional outbound contact methods to notify customers of delivery updates and delays. The QVC team reviewed their contact strategy and ultimately saw real opportunities with VoiceSage’s interactive messaging solutions to transform how they engage with their customers.
Results
- Savings of £64,000 plus on stationary and postal costs annually
- Elimination of 20,000 routine inbound delivery queries annually
- Improved customer satisfaction by eliminating customer uncertainty
With VoiceSage we have created a strong partnership that works extremely well. With their expertise, they were able to guide us to the appropriate solution for what we wanted to achieve. They are very agile as an organisation too: if we need something urgently, they have the flexibility to turn around a solution promptly. As well as being more efficient and making significant savings, VoiceSage has enabled us to provide a more engaging and responsive service to customers, leading to greater trust in our brand.
Applications Used
- Interactive voice messaging
- Text messaging
Industry: Retail
Results
- Virtualisation of the collections function
- Increased Customer Contact
- Improved customer experience
- Reduced contact costs
- Speed of implementation
Using VoiceSage has given us the ability to treat each of our stores as a small contact centre in itself. We can now automatically schedule calls for each individual store’s collection team from a central point and most importantly deliver calls back to the collections specialists in each outlet – which is great, as it maintains our vital personalised local experience while also improving our customer experience and collections effectiveness all-round.
Applications Used
- Text Messaging
- Voice Messaging
Industry: Financial Services
Providing customers with great customer service and products is at the heart of the Swift Groups collections operations.
Unhappy with the performance of its Interactive Voice Messaging solution and the flexibility of service its service provider, the decision to join forces with VoiceSage proved to be a roaring success.
Results
- Cost per contact is down by 89%
- Right party contact rates doubled
- Labour cost saving reduced
- Speed of implementation
What matters most is that Swift’s agents are now only ever “dealing with the people who want to talk to us and engage.”
Jonathon Pearson, Collections & Contacts Strategy Analyst, Swift Group
Applications Used
- Interactive text messaging
Industry: Debt Collections
Clarity had been relying on a combination of outbound letters and its call centre operation to make contact with debtors.
Achieving only a 40% RPC rates, soaring contact costs, the traditional collections approach was just not working. An innovation contact solution was need and that is exactly what VoiceSage delivered.
Results
- 200% increase in turnover with only 25% more employees
- 65% of calls are now inbound with a higher conversation rate
- Significant improvement in collections revenue
- Decreased contact costs
Applications Used
- Proactive Interactive Voice Messaging
- Proactive text messaging
Industry: Debt Collections
Home Retail Group (Argos, Homebase, Habitat) handles over 10 million inbound calls a year and 2 million order and delivery e-mail enquiries
VoiceSage’s ability to enhance contact efficiency and improving customer experience by pre-empting routine customer order and delivery queries with proactive outbound messages was at heart of HRG’s new contact strategy and that is what VoiceSage excels at.
Results
- Reduced inbound and outbound calls
- Simple, transparent, usage-based costs for easy accountability
- Increased customer satisfaction
- Improved customer experience
The huge benefit is that we can proactively contact customers en masse without impacting the front line.The major reason we chose VoiceSage in particular is because of the ability to set up campaigns on our own – ad hoc and very quickly. With rival solutions we would have to put in a request to the service provider and wait for them to do it. We wanted the freedom that VoiceSage gives us
Mark Fox, Real-Time Manager Home Retail Group’s Contact Centres
Applications Used
- Text conversations
- Interactive Voice Messaging
- Proactive text messaging
Industry: Utilities
The Customer Service Operations Team in Portsmouth were keen to investigate ways of improving their current Net Promoter Score (NPS)
Surveying activity in order to achieve greater efficiencies and a broader measurement of Net Promoter Scoring throughout the business. The important focus was to reduce costs, without impacting the existing level of customer experience
Results
- Seven-fold reduction in communications costs
- Increased outbound call activity and customer reach
- Improved survey flexibility
We have used VoiceSage for interactive messaging for over two years now. I have always found them to be extremely conscientious and hardworking, overcoming challenges with minimal fuss and always pleased to receive questions, challenges and new opportunities from SSE.
Liz Furmedge, Customer Service Manager at SS
Applications Used
- Interactive Voice Surveys
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