RCS improves collection rates with Jasco Enterprise and Presence Technology - Case Study: RCS
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Case Study: RCS
RCS improves collection rates
with Jasco Enterprise and
Presence Technology
The Presence Dialler delivered a 120%
improvement in terms of collection contact rates
on the first day of use.
Presence Technology
Executive summary
Customer: Challenge
RCS Group
Implementing a more efficient and automated
Industry: solution to improve its collections performance.
Financial, collections
Solution
Location:
South Africa, Namibia and Botswana • Presence Voice Outbound (predictive,
progressive and preview modes)
Call Centre seats: 216 • Presence Voice Inbound
• Presence Messaging
More information about RCS • Presence Scripting
www.rcs.co.za
Benefits
• 120% improvement in collection contact
rates on the first day.
• Following year: 30% improvement in daily
contact rates.
• Improvement in outbound sales
efficiencies.
• Higher productivity/occupancy of the
campaign at the most cost effective
manner.
• Improved customer service.
• Increased resource effectivenessCase Study: RCS
About RCS
The RCS Group is an independent financial
services company operating in South Africa,
Namibia and Botswana. Since its inception in
1999 RCS has provided credit and financial
services to more than one million customers
through partnerships with more than 15 000
merchants in various industries.
The Requirement
Originally, RCS ran a call centre with 52 agents of challenges that required them to increase
dedicated to a loan product and focused on efficiencies without impacting the health of the
collection activities on overdue accounts. various portfolios.
However, due to an aggressive growth strategy,
the contact centre has over the years grown not
RCS’ target market is broad (LSM4-8) and fits in
only from having their Collections department
the niche between Retail financial services and
working on the Dialler but has also extended
Traditional Banks. The ability to manage these
the Dialler capability to their Telemarketing
accounts well and, in particular, collect
Division. This resulted in the Collections
effectively on accounts in arrears is thus of
environment expanding to 92 seats and over a
paramount importance to the company. As the
100 seats in their Telemarketing Division. The
business grew, it soon became evident that
diversification of its offering from retail credit
RCS needed a more efficient and automated
cards to personal loans and private label cards
solution that would improve its collections
meant that the contact centre faced a number
performance.
Presence TechnologyCase Study: RCS
The Solution
RCS considered a number of solutions but was Key features include the ability to use
impressed with the product features and predictive, progressive, preview and power
functionality of Presence Technology’s dialling modes; flexible list management with
Outbound Dialler, a best of breed solution in the the ability to add, remove and amend leads
collections outbound space, proposed by while a campaign is active; scheduled call
Jasco Enterprise, then known as Spescom back capability, either to a single agent or
DataFusion, a specialist provider of contact group of agents; call blending of inbound and
centre and enterprise telephony solutions with outbound calls to the same agent group;
whom RCS has built a trusted relationship over complete administration of the solution by the
many years. business user, allowing real-time adaptation to
changing trends and requirements in a
campaign; and a full range of monitoring and
The Presence Outbound dialler selected by
reporting tools.
RCS leverages an organisation’s existing
infrastructure to gather data for outbound
calling. It ensures only ‘live’ contacts are Jasco Enterprise conducted a business
delivered to the agents by using technology analysis that assessed the ROI from the existing
that detects busy tones, no answers, pagers, manual environment, including collection rates
answering machines and faxes and then and ‘promise to pay’ rates. Just based on the
automates the next appropriate action based increase in contacts that the Presence Dialler
on re-dialling rules. would enable, a strong ROI case was built for
Presence in terms of bringing more outstanding
monies in.
The Implementation
Explains Paul Fick, Divisional MD of Jasco and October 2008, the company engaged staff
Enterprise: "The Presence Dialler offers tight and management at all levels.
integration to the Avaya platform that is already
used by the call centre, as well as the
A phased approach was taken. The goal for
DataVoice recording solution that is deployed.
phase one was to have the system up and
It is a software-based 'bolt-on' solution,
running with a manual load – i.e., a database of
requiring no additional or dedicated hardware
people to contact for collections. Phase two,
platform. This allows the RCS group to harness
which was completed at the end of 2008, saw
its investment in its existing infrastructure,
further integration of the Presence Dialler with
complementing and enhancing its present
RCS’ two backend systems and the automation
functionality."
of ‘loads’ based on selection parameters.
For the initial planning and implementation of
the solution, which took place between April
Presence TechnologyCase Study: RCS
“Presence has enabled the RCS Group to improve on our contact
rates by 30%. We have seen dramatic improvements in connect rates
through the ability to automatically re-call customers not contactable
on the first or second try. Presence also enables us to improve
customer service by filtering of customers into specific categories,
and allows contact centre agents to work in different call modes
depending on the nature of the lead.”
Audrey Roberts,
Operations Support Manager at RCS Group.
The Benefits
On the first day of use, the Presence Dialler agent and enables click-to-dial functionality.
delivered a 120% improvement in terms of This improves productivity compared to manual
collection contact rates. In the following year, dialling but is primarily used by the collections
the daily contact rates rose from 90 calls per tracing team to find hard-to-contact customers.
agent per day (up from approximately 60 per The progressive dialling mode sees the
day prior to implementation of the dialler) to Presence dialler do all the dialling, only
130, a further 30% improvement that is also presenting the agent with a live contact. A
largely due to the advantages presented by the 'screen pop' containing relevant client
dialler. Year on year the solution has delivered information simultaneously appears on the PC
improved outbound sales efficiencies and screen in front of the agent.
continues to deliver value, as illustrated by the
expansion of the contact centre from 70 seats
RCS is also making use of progressive
to 216.
scripting. As an agent works their way through
a collection call process, they will tick various
RCS makes use of preview, progressive and boxes or fill in specific information onscreen.
predictive dialling functionality. Preview mode When they reach a certain point, for example,
puts the client contact details in front of the the completion of a field that states when the
Presence TechnologyCase Study: RCS
client will make a payment, the system contactable on the first or second try. Presence
automatically starts to dial the next customer. also enables us to improve customer service by
This ensures that agents' time is more filtering customers into specific categories, and
productively used and they are not left idle allows contact centre agents to work in different
while waiting for the next live call. call modes depending on the nature of the
lead.”
RCS make use of predictive dialling mode for
high volume complex calling strategies. The In addition to the improvement in collections
benefit of using predictive dialling mode is that contacts, we now touch base with 98% of our
it delivers the ability to work through high clients every month, improving the quality of our
volume campaigns during peak times in a customer service and enhancing customer
month. This accelerated dialler pace will relations."
determine the validity of the call outcome and
will pass through pre-qualified leads to the
“We are in the process of upgrading our
agent. This in-turn increases the
solution to version 9 of the Presence dialler
productivity/occupancy of the campaign in the
solution, which will enable us to leverage more
most cost effective manner.
sophisticated functionality and run more
targeted customer relationship management
Says Audrey Roberts, Operations Support campaigns. This will enable us to increase
Manager at RCS Group: “Presence has resource effectiveness and in so doing,
enabled the RCS Group to improve on our enhance efficiencies, customer service and,
contact rates by 30%. We have seen dramatic ultimately, sales and collection results.” Roberts
improvements in connect rates through the adds.
ability to automatically re-call customers not
+ 30%
Contact
rates
Presence TechnologyCase Study: RCS
The Value-add
Jasco Enterprise has provided excellent
service, especially after sales service, says
Roberts: “Their expertise and willingness to
assist, supply additional training and ensure
the solution is properly managed has built a
strong trusted partnership.”
www.rcs.co.za
www.presenceco.com Tel: 021 597 4000
info.africa@presenceco.com
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