Proactive engagement—Omni-channel customer engagement success stories

Retail card servicer uses digital channels to "collect smarter"

How Nuance Proactive Engagement improves collection outcomes.

Company profile

A leading provider of loyalty and marketing solutions—such as private label credit cards, coalition loyalty programs, and direct marketing services—operates a card services division with several, sizeable contact centers. These centers employ more than 10,000 agents who engage with end-user customers on behalf of the company’s clients. Handling credit card collections for its diverse client base of more than 1,000 retail brands, the company ensures its clients’ accounts are kept up-to-date so customers can keep shopping.

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Challenge

  • Need to scale with increased volume, without having to increase hiring
  • Lack of authentication driving up costs
  • Desire to leverage modern communication methods including text messaging to improve brand

Solution

  • Proactive outbound collections orchestrating voice, email and text channels
  • Nuance analysis and tuning for continuous improvement in customer success

Results

  • 67% productivity gains
  • $2.8M in annual savings
  • 37% fewer agents required
  • Increase in offline payments

Background

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